Support Operations Manager

Support Operations Manager

We are seeking a highly analytical and versatile Support Operations Manager to join our Customer Support Operations team. This role serves as the operational and analytical backbone of Support; you will be responsible for building and managing scalable programs around process improvement, automation, and AI adoption to transform Support into a true growth lever for Apollo. This role will also own Support analytics, reporting, and insights, ensuring the team has full visibility into performance and opportunities for improvement. As the Support Operations Manager, you'll own Support reporting, analytics, and performance measurement, as well as program manage initiatives that enhance operational efficiency, AI adoption, and agent productivity. You'll act as a strategic and tactical partner to Support leadershipbalancing hands-on execution with forward-looking problem solving across systems, process, and people operations.

This is an ideal opportunity for a proactive, data-driven operator who thrives in high-growth, product-led environments and is excited about combining strategic problem-solving with hands-on operational execution.

Responsibilities :

• Act as the operational project manager for Support initiatives, driving alignment and execution across teams.
• Build and maintain Support dashboards and reports that surface insights on SLA attainment, cost per ticket, CSAT, deflection, and efficiency.
• Conduct ad-hoc analyses to uncover the drivers of operational performance and recommend data-backed improvements.
• Lead and manage the bonus program, partnering with Finance and People teams to ensure accurate calculations, clear communication, and strategic alignment.
• Translate support data and insights into actionable recommendations for leadership to improve efficiency, quality, and retention.
• Champion the adoption of AI-powered solutionsfrom chatbots to QA automation to workflow optimizationto continuously enhance Support's productivity and scalability.
• Add cross-functional and which teams working with

Qualifications :

Benefits

Apollo Stock Options Remote Work Dental & Vision Maternity Benefits Life / Disability 401K Plan Mental Health and EAP Assistance Office Equipment Allowance Travel Insurance

The listed Pay Range reflects base salary range, except for sales roles, the range provided is the role's On Target Earnings ("OTE") range, meaning that the range includes both the sales commission / sales bonus targets and annual base salary for the role. This pay range may be inclusive of several career levels at Apollo and will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include equity; company bonus or sales commissions / bonuses; 401(k) plan; at least 10 paid holidays per year, flex PTO, and parental leave; employee assistance program and wellbeing benefits; global travel coverage; life / AD&D / STD / LTD insurance; FSA / HSA and medical, dental, and vision benefits.

Annual Pay Range

$150,000 - $150,000 USD

We are AI Native

Apollo.io is an AI-native company built on a culture of continuous improvement. We're on the front lines of driving productivity for our customersand we expect the same mindset from our team. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.

Why You'll Love Working at Apollo

At Apollo, we're driven by a shared mission : to help our customers unlock their full revenue potential. That's why we take extreme ownership of our work, move with focus and urgency, and learn voraciously to stay ahead.

We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact. Collaboration is at our corewe're all for one, meaning you'll have a team across departments ready to help you succeed. We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins.

If you're looking for a place where your work matters, where you can push boundaries, and where your career can thriveApollo is the place for you.