Customer Support Operations Manager

Infor
United States, Texas, Dallas
14555 Dallas Parkway (Show on map)
Sep 28, 2025
The Customer Support Operations Manager will lead their assigned team of support analysts and optimize our support operations. The role is responsible for effectively guiding team members and ensuring they have the required technical and product knowledge to address customer issues. The role will contribute to shaping the organizational culture, fostering collaboration within the team and cross-functionally with key stakeholders, while proactively identifying and addressing obstacles to enhance both team performance and customer experience. The Customer Support Manager drives team development, performance management and mentoring, fostering engagement and motivation, promoting collaboration and addressing conflicts constructively to help team members grow and achieve their career goals. A Day in the Life Typically Includes: Set clear goals and expectations for a global team of support analysts, conduct regular 1:1s, and provide coaching aligned with performance metrics Support team development by coordinating training, knowledge sharing, and enablement resources to maintain technical and product readiness Collaborate with Product, Engineering, and Cloud Operations teams to remove blockers, resolve systemic issues, and improve support outcomes Monitor and analyze team KPIs, identifying trends and making data-driven recommendations to improve efficiency and effectiveness Maintain and update standard operating procedures (SOPs), workflows, and documentation to ensure consistency in support delivery Review customer feedback and escalations to identify process gaps and drive continuous improvements in customer experience and satisfaction Create and present regular reports and insights on team performance, support trends, and improvement initiatives to senior leadership Basic Qualifications: Experience managing customer support or operations teams Experience using customer support tools and platforms Experience working with technical products or services Experience analyzing data to identify trends or performance gaps Experience communicating with cross-functional teams Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa Preferred Qualifications Experience aligning support operations with organizational goals Experience applying project management frameworks to operational work Experience using reporting or analytics tools and working with cloud-based systems Experience with Infor Cloverleaf Software Experience with healthcare integration tools or clinical interoperability platforms Experience working in a global environment Bachelor's degree in a related field or equivalent experience About Infor Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next. Infor is a global leader in business cloud software products for companies in industry specific markets. 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. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. For more information visit www.infor.com Our Values At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees. 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 their 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. Fraud Awareness We have been made aware of unauthorized individuals posing as Infor recruiters, including some who have made fraudulent offers of employment. Please read our guidelines and protect yourself from recruitment scams. Fraud Privacy Policy We value your privacy at Infor. You may access our privacy policy here. This employer uses E-Verify. Please visit this website for additional information. E-Verify Illinois: Click here, aqui, or tu.