Manager of Technical Service Operations

About the role

• Core Sound Imaging is seeking a high-impact Manager of Technical Service Operations who is equal parts team builder, data analyst, process engineer, and customer champion. We are looking for a leader who treats automation and AI as core job functions. You will own the support experience for customers in the medical imaging space, a domain where precision, compliance, and urgency are paramount. You will build a team and a system that scales without sacrificing quality.

Key Responsibilities

Team Leadership & Performance

• Supervise, coach, and develop a team of technical support specialists, fostering a culture of accountability, continuous improvement, and psychological safety.

• Conduct structured 1:1s, team meetings, and formal performance reviews with clear, documented feedback tied to measurable outcomes.

• Set, communicate, and enforce team KPIs including response time, resolution rate, first-contact resolution (FCR), CSAT, and SLA adherence.

• Build and execute onboarding plans for new agents that get them to productivity faster with each iteration.

• Identify skill gaps proactively and facilitate targeted training programs on product knowledge, soft skills, compliance, and tooling.

• Keep the team continuously updated on product releases, feature changes, policy updates, and regulatory changes impacting workflows.

Automation-First Operations

• Champion an automation-first mindset across the team by actively identifying, prioritizing, and implementing opportunities to automate repetitive tasks, triage workflows, and customer communications using AI and modern tooling.

• Own the team’s AI tooling roadmap: evaluate and deploy solutions such as AI-assisted ticket routing, automated response suggestions, chatbot deflection, and self-service knowledge base optimization.

• Partner with Development and Product to integrate support tooling with internal systems, reducing manual effort and improving data fidelity.

• Conduct quarterly audits that document the volume of tickets, contacts, and tasks that could be handled without human intervention and drive awareness and action with the CX, Product, and Development leadership teams.

• Measure automation ROI by tracking deflection rates, ticket handling time reduction, and agent capacity freed by automation initiatives, reporting these to leadership regularly with recommendations for future enhancements.

Workforce Planning & Forecasting

• Build and maintain data-driven models to forecast inbound volume, service level attainment, and headcount requirements across channels (email, phone, chat, social).

• Use historical ticket data, product release schedules, seasonality, and growth projections to proactively recommend staffing adjustments before gaps emerge.

• Develop scenario models (e.g., “What happens to SLA if volume grows 30% and we don’t add headcount?”) to support informed business decisions.

• Present workforce planning recommendations to senior leadership with supporting data and clear business rationale.

Ticket Queue & SLA Management

• Monitor daily ticket queues across all channels and reassign or escalate work in real time to maintain SLAs and prevent aging.

• Manage escalated customer issues with ownership and urgency, driving for resolution across the organization and always closing the loop with the customer.

• Maintain channel performance dashboards that surface leading indicators of SLA risk before breaches occur.

Customer Advocacy & Voice of the Customer

• Act as the Voice of the Customer within the organization — not just reporting problems, but synthesizing patterns from ticket data, CSAT feedback, and direct customer interactions into actionable product and process improvements.

• Maintain a structured feedback loop to Product, Engineering, Implementation, and Sales — customer insights should drive roadmap and process decisions, not collect dust in a spreadsheet.

• Partner cross-functionally with CS, Sales, and Implementation to ensure customers receive a consistent, coordinated experience across all touchpoints.

Reporting & Data-Driven Decision Making

• Build and maintain executive-level reporting on team performance, SLA attainment, CSAT trends, automation ROI, and workforce utilization.

• Use data, not instinct, to make decisions about scheduling, process changes, training priorities, and tooling investments.

• Define leading and lagging indicators of team performance and customer satisfaction and build real-time dashboards that track them.

Required Qualifications

Experience

• 5+ years managing technical support teams in a B2B SaaS environment, with a track record of measurable improvement in SLA performance and CSAT.

• 3+ years of progressive experience working as a technical support representative in a B2B SaaS environment.

• Demonstrated experience identifying and implementing automation or AI solutions that reduced manual workload or improved customer experience.

• Experience building data-driven workforce forecasting models and presenting headcount recommendations to leadership.

• Hands-on proficiency with support platforms such as Zendesk or Salesforce, including building reports, configuring workflows, and optimizing ticket routing.

Skills & Competencies

• Automation & AI Fluency: Must have the ability to build the automation roadmap and evaluate (and use) automation tools critically and pragmatically.

• Analytical Rigor: Must be comfortable with spreadsheets, BI tools, and support platform analytics.

• People Leadership: Must be a developer of people. The successful candidate will be one who makes people better and more capable.

• Operational Discipline: Must be an active manager of SLAs, queues, and escalation paths, and must build the systems and processes necessary to keep the customer experience healthy.

• Communication: Must be able to translate complex data and operational challenges into clear, concise narratives for executive audiences.

Preferred Qualifications 

• Experience managing a support team within an IT healthcare, medical imaging, or health tech environment.

• Familiarity with healthcare regulations including HIPAA, HITECH, and SOC 2 compliance requirements and their operational implications for a support team.

• Experience with DICOM, HL7, or radiology workflow environments is a meaningful advantage.

• Prior experience deploying AI-assisted triage, chatbot deflection, or automated resolution tools in a support context.

• Familiarity with Erlang C or similar capacity planning models for contact center environments.