Senior Manager, Support Operations at Shippit

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

05 Sep, 26

Salary

0.0

Posted On

07 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

BPO Management, Contact Center Operations, AI Workforce Management, KPI Performance Management, Capacity Planning, Zendesk, Intercom, Freshdesk, SLA Adherence, CSAT Optimization, Incident Management, Stakeholder Management, Data Analysis, Workflow Design, Quality Assurance, SaaS Operations

Industry

Software Development

Description

THE ROLE Our Senior Manager, Support Operations leads the engine room of Shippit’s customer support operation, managing our offshore human team and our emerging agentic AI workforce as a single, unified service delivery function. As a hands-on contact center specialist, you will drive daily operational rigor across all core metrics - including CSAT, speed, resolution, and backlog - by diving deep into the queues and data. What sets this role apart is the AI dimension: you will lead and govern the Agentic AI workforce as a direct extension of the human team, setting quality standards, monitoring for drift or hallucination, and optimizing human-to-machine collaboration. This is a frontier position designed for an operationally rigorous leader ready to define best practice for the future of blended customer support. DAY TO DAY Offshore & BPO Operations End-to-end performance of the offshore support team: SLA adherence, CSAT, resolution rates and quality scores BPO partner governance — contracts, service reviews, escalation frameworks and continuous improvement Rostering, capacity planning and real-time queue management AI Workforce Management Lead the Agentic AI workforce like a team — set standards, monitor performance and hold it accountable Build and maintain a QA framework covering hallucination, drift and human escalation triggers Partner with Business Systems & CX (AI) to feed operational insight back into agent configuration Blended Workforce Strategy Define which interactions go to AI, which go to humans, and where they work together Own unified reporting that makes both workforces visible and measurable Customer & Stakeholder Surface voice of customer insights to drive process improvement and close the loop with Product Front high-stakes merchant escalations directly Keep support operations aligned to commercial and account health priorities WHAT YOU BRING Experience leading customer support or contact centre teams, which has included managing offshore or BPO operations directly. Deep expertise in contact centre KPIs and performance management – you think in terms of FCR, AHT, CSAT, SLA adherence, occupancy and throughput, and you manage to them daily. Proven track record managing Team Leads and building team culture in distributed or remote-first environments. Hands-on experience with CX and support tooling (e.g. Zendesk, Intercom, Freshdesk) including configuration, reporting and workflow design. Exposure to or strong curiosity about AI-assisted support operations. You do not need to have built AI agents, but you need to understand how to lead, measure and quality-assure them. A bias for data. You live in dashboards, spot trends early and make decisions based on what the numbers tell you – not intuition alone. Strong communication skills – able to manage BPO relationships with commercial rigour and brief senior stakeholders with clarity and precision. Experience with incident management and cross-functional escalation in a SaaS or technology environment. Comfortable with ambiguity. The blended human + AI workforce model is still emerging – you will be defining the playbook, not following one. SaaS, logistics or ecommerce industry experience is highly valued. Experience with AI quality assurance frameworks is a strong differentiator.

Responsibilities

Lead the unified customer support operation by managing both offshore human teams and agentic AI workforces. Drive operational rigor across core metrics like CSAT and resolution while defining the strategy for human-to-machine collaboration.