INK Operations Support Manager

The Ink Operations Support Manager leads the support functions required to keep Ink Operations running effectively. This role may include customer and branch support, onboarding, issue resolution, order support, billing coordination, documentation, reporting support, process improvement, and cross-functional follow-up.

Key Responsibilities

Operational Support

• Lead daily operational support for Ink, including issue resolution, order support, customer or branch support, onboarding, and internal coordination.
• Manage support workflows, escalations, documentation, training materials, and follow-up activities.
• Ensure support activities are timely, accurate, professional, and aligned to service expectations.
• Support reporting, billing validation, customer communication, and workflow documentation as needed.

Process and Partnership

• Partner with Operations, Commercial, Technology, Finance, Billing, Customer Care, and branch teams to improve service and remove obstacles.
• Track recurring issues, identify root causes, and recommend process improvements.
• Develop team members and create a culture of ownership, service, accuracy, and follow-through.

Other Duties

• Support any Ink Operations function as business needs require.
• All other duties as assigned and required by the Ink Operations leadership.