• Own the operational infrastructure that enables our support team to succeed -- continuously improving all workforce systems, processes, and quality standards while partnering with the team to identify gaps, gather feedback, and implement solutions that drive efficiency and performance • Implement and maintain scheduling systems to ensure optimal coverage across all support channels, managing the full schedule lifecycle including shift planning, time-off approvals, coverage for unexpected absences, and timecard accuracy • Own quality management systems including peer review processes, ticket quality scoring, call monitoring, and documentation audits -- building the infrastructure that drives service excellence • Drive the creation and maintenance of support documentation, knowledge bases, and standard operating procedures (SOPs), ensuring the team has clear, up-to-date guidance for all support scenarios • Build and maintain dashboards and reports that provide visibility into key metrics including schedule coverage, CSAT, ticket resolution times, SLA adherence, and quality scores • Partner with leadership to forecast staffing needs based on ticket volume trends, seasonality, and business growth