Customer Support Strategy, Planning & Insights Manager

Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done. Airtable’s addressable market is substantial and we’re only scratching the surface of the impact we can deliver to our customers. 

As part of the Customer Success Group Strategy, Planning, and Insights team, you’ll be the thought and execution partner to the Head of Customer Support and Chief Customer Officer, helping to shape the future direction of the Support function, providing insight through hypothesis-driven analysis, defining success metrics and building scalable reporting, and optimizing overall processes and performance.There is a lot of building to do. We’re looking for folks who know what good looks like, but who are flexible, resourceful, collaborative and excited to join us on our adventure to figure out both the right long term vision and the right next steps for tomorrow.

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What you'll do

• Lead annual and quarterly strategic and budget planning processes for the Customer Support organization, including headcount (FTE and BPO) and technology planning 

• Design and maintain real-time dashboards and tracking metrics for leading and lagging indicators of success (CSAT, Time to Resolution, First Contact Resolution, etc.)

• Conduct hands-on deep-dive analyses on support trends across our customers to identify systematic issues and improvement opportunities that improve the customer experience 

• Design and develop predictive models to forecast contact volume and resulting resource allocation and capacity planning 

• Develop and operationalize agent productivity metrics and establish performance benchmarks in partnership with the Head of Customer Support 

• Support the development of quarterly and monthly business reviews with actionable data driven insights for Customer Support leadership

• Work with stakeholders to define operational system requirements and work with technology and operations teams to implement requirements 

Who you are 

• 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 and 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
• Bonus points:
• 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.

Airtable is an equal opportunity employer. We embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds, experiences, abilities, and perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any characteristic protected by applicable federal and state laws, regulations and ordinances. Learn more about your EEO rights as an applicant. 

VEVRAA-Federal Contractor

If you have a medical condition, disability, or religious belief/practice which inhibits your ability to participate in any part of the application or interview process, please complete our Accommodations Request Form and let us know how we may assist you. Airtable is committed to participating in the interactive process and providing reasonable accommodations to qualified applicants.

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