Manager, Support Operations – Student Advocacy Team (SAT)

Role Overview: As the Support Operations Manager, you will be responsible for process optimization, technology systems management, and operational excellence across our customer support organization. This role focuses on the infrastructure, tools, and processes that enable our teams and BPO partners to deliver exceptional customer support to millions of students. 

Team Overview: Chegg’s Customer Support Team, known internally as The Student Advocacy Team (SAT), is a B2C support organization dedicated to providing outstanding support experiences when students need help with our products and services. We aim to deliver high-quality, transparent and convenient support experiences at scale to millions of students. 

Responsibilities: 

• Develop long-term operational strategies that anticipate scaling needs and technology evolution 

• Develop operational best practices and serve as the cross-functional liaison between Chegg product teams and the Vendor Operations Manager 

• Collaborate with the Automation and AI manager on long-term automation strategy and technical implementation 

• Support the Advocate Enablement team with technology training and support 

• Create comprehensive process documentation and implementation plans for future rollouts 

• Collaborate with product and engineering teams to understand technology roadmap and plan operational adaptations 

• Serve as primary administrator for customer support technology platforms (Gladly, CSR, MaestroQA) 

• Manage technology vendor relationships and contract strategy for support tools 

• Monitor platform performance and plan capacity improvements and optimizations 

• Plan and implement changes that affect agent workflows and capabilities 

• Design and test new operational processes before handoff to Vendor Operations Manager for BPO implementation 

• Ensure all agents have proper technology access, tools configuration and technical support 

Required: 

• Bachelor's degree in Business, Operations Management, Engineering, or related field 

• 5+ years of experience in operations management, business process optimization, or technology systems management 

• 3+ years of experience managing customer support platforms and technology systems 

• Proficiency in SQL, data analysis tools, and reporting platforms 

• Experience administering customer support platforms (Gladly experience highly preferred) 

• Proven track record in process improvement and operational optimization methodologies 

• Strong analytical and problem-solving skills with attention to detail 

• Excellent written and verbal English communication skills 

• Experience working with cross-functional teams including engineering and product teams 

• Strong project management skills with ability to manage multiple technical initiatives 

• Ability to work flexible hours to accommodate US and Philippines time zones 

Preferred Experience: 

• Experience in EdTech or subscription-based business models 

• Experience with automation tools and AI-powered customer support solutions 

• Experience with vendor management for technology solutions 

• Knowledge of API integrations and software development processes 

• Familiarity with project management and process improvement methodologies (PMP, Lean, Six Sigma, Agile) 

• Advanced degree in technical or business relevant field