Support Strategy, Planning, and Insights Manager

Summary

Join Airtable's Customer Success Group Strategy, Planning, and Insights team as a thought and execution partner to the Head of Customer Support and Chief Customer Officer. You will play a key role in shaping the future of the Support function, conducting data analysis, defining success metrics, building scalable reporting, and optimizing processes. This role involves leading strategic and budget planning, designing dashboards, conducting deep-dive analyses, developing predictive models, creating business reviews, and defining systems requirements. The ideal candidate possesses 7+ years of experience, including 3+ years in relevant fields like Sales Strategy & Ops or Support Ops, and strong analytical and communication skills. Airtable offers a competitive compensation package including base salary, benefits, restricted stock units, and potential incentive compensation.

Requirements

• You have 7+ years of total work experience, with at least 3+ years of experience in Sales Strategy & Ops / Post Sales Strategy & Ops, Support Ops, Revenue Ops, or experience in management consulting
• You take a proactive, consultative approach, building trust consistently and quickly
• You are an exceptional verbal and written communicator
• You are very strong in Excel and analytical tools (e.g., Looker, Tableau, etc.)
• You have experience translating business needs into requirements actionable by technical teams (e.g., business technology, data engineering, etc.)
• You work well under pressure, with a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment

Responsibilities

• Lead quarterly and annual strategic and budget planning process for the support organization including headcount planning (FTE and BPO) and tool costs
• Design and maintain real-time dashboards tracking key metrics (CSAT, Time to Resolution, First Contact Resolution, etc.)
• Conduct hands-on deep-dive analyses on support trends to identify systematic issues and improvement opportunities
• Design and develop predictive models for support volume forecasting and capacity planning
• Develop agent productivity metrics and performance benchmarks in partnership with the
• Create monthly/quarterly business reviews with actionable insights for leadership
• Work with business stakeholders to define systems requirements and work with operations and systems teams to implement tools required

Preferred Qualifications

• You have experience leading end-to-end execution of projects/programs that have significantly improved operations and delivered quantifiable business impact
• You have direct experience supporting, or working in, Support or post-sales organizations
• You have an enthusiastic “roll up your sleeves” mentality

Benefits

• Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation
• For work locations in the San Francisco Bay Area, Seattle, New York City, and Los Angeles, the base salary range for this role is: $165,800 — $216,000 USD
• For all other work locations (including remote), the base salary range for this role is: $149,200 — $194,400 USD