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SquareTrade

Allstate Protection Plans

Manager, Cloud Support Operations

OperationsOperationsFull TimeRemoteSeniorTeam 501-1,000H1B SponsorCompany SiteLinkedIn

Location

California

Posted

21 hours ago

Salary

$70K - $105K / year

Seniority

Senior

Bachelor Degree5 yrs expEnglishCloud

Job Description

Manager, Cloud Support Operations

SquareTrade

• Manage team performance by setting expectations, monitoring results, and providing ongoing coaching and feedback. • Support hiring, onboarding, scheduling, and resource allocation to ensure appropriate coverage and service continuity. • Execute team objectives by balancing priorities, resolving operational issues, and delivering against service and quality targets. • Oversee day-to-day support operations, including ticket queues, workflow management, and adherence to SLAs. • Serve as escalation point for operational and technical issues, coordinating resolution within established processes. • Monitor performance metrics and dashboards to identify trends, risks, and areas for improvement. • Lead continuous improvement efforts, including process enhancements, knowledge sharing, and adoption of tools, automation and AI support. • Partner with leadership and external stakeholders to provide input into operational planning, service improvements, and new service offerings. • Communicate priorities, policies, and performance updates to ensure alignment and accountability across the team. • Support onboarding, training, and development initiatives to build team capability and performance. • Ensure consistent execution of operational processes, tools, and workflows to improve efficiency and service outcomes. • Collaborate with internal partners to address support challenges and enhance service delivery. • Serve as a point of contact for escalations and support operational processes and coordination with partner teams.

Job Requirements

  • Bachelor’s degree and 5+ years of experience in technical support, cloud operations, or a related field
  • Experience leading or supervising team members in a support or operations environment
  • Working knowledge of cloud support operations and service delivery models (Microsoft 365 experience preferred)
  • Experience managing performance and supporting results against KPIs/SLAs including reporting and data analytics.
  • Experience with escalation handling and cross-functional coordination
  • Ability to manage priorities in a fast-paced operational environment
  • Experience supporting process improvement or efficiency initiatives
  • Strong communication and collaboration skills
  • Commitment to employee development, coaching, and engagement

Benefits

  • Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA)
  • Up to 4% company match into 401(k) and contributions into your company-sponsored pension
  • $75/month budget to help prioritize your physical wellbeing
  • $80/month stipend to subsidize connectivity costs
  • Mental health resources including free 1:1 therapy, coaching sessions and digital resources
  • Supportive leave policies
  • Flexible Time Off Policy in addition to 9 Company Holidays
  • Tuition reimbursement up to $5,250 per year to further your personal educational advancement desires
  • Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team
  • Various corporate perks and discounts

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