Support Operations Manager

ABOUT CORNERSTONE Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer
Support is where that promise is kept - one customer, one case, one conversation at a time.

What You Will Own
• Own the scoreboard pipeline: Salesforce + Level AI data flowing into the daily trackers, the MBR pack, and the ELT views - accurate,
on time, trusted.
• Run workforce and coverage planning: the shift catalog, the 100-130% coverage band, and the staffing math behind every pod's
schedule.
• Administer the modern stack operationally: Agentforce configuration, Level AI scorecards and iCSAT calibration, Customer 360
hygiene.
• Track certification: every agent's ramp (30/45/90) visible, gates enforced fairly, Enablement fed with completion data.
• Drive instrumentation forward: close measurement gaps (AHT live Oct 1), build the Where's-My-Stuff dashboard, automate the
manual.
• Support the operating cadence: Pod Operations Reviews, Execution Review tracking, decision logs that stay closed-loop.

What You Bring
• 4+ years support operations, WFM, or business operations in a technical support org.
• Excel/BI craft and Salesforce reporting depth; automation instinct.
• Precision with empathy: your numbers grade people - you make them fair.
• Program management discipline across parallel workstreams.
GATES: report accuracy + timeliness • instrumentation milestones • coverage-plan adherence • stakeholder trust scores.

IN YOUR CORNER Connect Live • Advocate • Relentless • Earned Resolution - every customer leaves knowing Cornerstone Support is in their
corner.