Infor
Customer Support Operations Manager
Infor
is a global leader in business cloud software products. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Location:
Dallas, TX (Full-time) A Day in the Life
Set clear goals and expectations for a support team, conduct regular 1:1s, and provide coaching based on team KPIs and performance outcomes Coordinate training, enablement, and knowledge sharing to ensure technical and product readiness across ERP, Cloud, and public sector domains Collaborate with Product, Engineering, and Cloud Operations to remove obstacles, manage escalations, and resolve systemic issues impacting customer success Analyze team and customer support metrics to identify trends, inefficiencies, and opportunities for continuous improvement Maintain and improve SOPs, escalation workflows, and documentation to support consistent and scalable support delivery Review customer feedback, case data, and escalation themes to improve service quality, customer satisfaction, and retention Create and deliver reports, insights, and recommendations to leadership on support performance, customer trends, and process enhancement initiatives Basic Qualifications
Experience managing customer support or support operations teams Experience using customer support tools and systems Experience working with technical products, such as ERP or cloud-based platforms Experience analyzing data to assess performance or identify process improvement opportunities Experience working with cross-functional teams, including product and engineering US citizen, resident, or green card holder required for Government Cloud support Preferred Qualifications
Experience aligning support operations with business or customer success goals Experience applying project management frameworks or methodologies Experience using analytics or reporting tools to inform decisions Experience supporting cloud-based systems or ERP platforms Knowledge of public sector or healthcare supply chain operations Experience working in a global organization Bachelor’s degree in a related field or equivalent experience Equal Opportunity Employer
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage. At Infor, we value your privacy. Please read our privacy policy
here .
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Infor
is a global leader in business cloud software products. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Location:
Dallas, TX (Full-time) A Day in the Life
Set clear goals and expectations for a support team, conduct regular 1:1s, and provide coaching based on team KPIs and performance outcomes Coordinate training, enablement, and knowledge sharing to ensure technical and product readiness across ERP, Cloud, and public sector domains Collaborate with Product, Engineering, and Cloud Operations to remove obstacles, manage escalations, and resolve systemic issues impacting customer success Analyze team and customer support metrics to identify trends, inefficiencies, and opportunities for continuous improvement Maintain and improve SOPs, escalation workflows, and documentation to support consistent and scalable support delivery Review customer feedback, case data, and escalation themes to improve service quality, customer satisfaction, and retention Create and deliver reports, insights, and recommendations to leadership on support performance, customer trends, and process enhancement initiatives Basic Qualifications
Experience managing customer support or support operations teams Experience using customer support tools and systems Experience working with technical products, such as ERP or cloud-based platforms Experience analyzing data to assess performance or identify process improvement opportunities Experience working with cross-functional teams, including product and engineering US citizen, resident, or green card holder required for Government Cloud support Preferred Qualifications
Experience aligning support operations with business or customer success goals Experience applying project management frameworks or methodologies Experience using analytics or reporting tools to inform decisions Experience supporting cloud-based systems or ERP platforms Knowledge of public sector or healthcare supply chain operations Experience working in a global organization Bachelor’s degree in a related field or equivalent experience Equal Opportunity Employer
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage. At Infor, we value your privacy. Please read our privacy policy
here .
#J-18808-Ljbffr