Manager, Support Center Operations (B2B)

*Avetta is building the largest global community of hiring clients and suppliers that are Ready to Work.

Its unified platform streamlines compliance, prequalification, safety and performance benchmarking in a single, integrated experience.

Trusted by 360,000 businesses across more than 120 countries, Avetta blends AI-driven insights and human expertise to close risk gaps and strengthen supplier reliability so projects start on time, risks are managed proactively and operations scale with certainty.*

The Manager, Support Operations provides resource and support services to all operations group within the Global Customer Support organization. This role is responsible for coordinating tools, processes, resource materials and human performance to achieve the goals and objectives of the Avetta Global Support organization. This includes the following functional areas and disciplines: Support Representative New-Hire Training, Quality Assurance (Interaction Quality and Verification Quality), internal/external and support Knowledge Management, Enhancement Training, Performance Trending, CSAT Surveying and Reporting, Support Channel Effectiveness and Automation, Documentation of Support Operating Practices and Processes, and Global Ops Standardization.

The Manager, Support Operations meets frequently with management groups across the company to align resources and drive positive outcomes.

They must be able to lead teams with confidence while also bringing skills to the role that will adapt to the needs of a dynamic business climate.

This role is also responsible for a consistent standard of process and performance internally and with Avetta support partners.

The Manager, Support Operations leads a multi-disciplinary team of internal and external resources, including all people and process leadership duties.

This role requires a hybrid schedule in our Lehi or Calgary office (3 days in office, 2 days work from home).

• Leadership of New Hire Training.