The Support and Operations Manager is responsible for leading end-to-end support operations for the Wrike platform across all solutions globally
Job Summary
The Support and Operations Manager is responsible for leading end-to-end support operations for the Wrike platform across all solutions globally.
This role ensures global users receive timely, accurate, and high-quality support while maintaining platform stability and driving continuous improvement.
WPP offers a culture of creativity, belonging, and continuous learning with opportunities to create and influence projects at an unparalleled scale.
Matching Summary
The Support and Operations Manager is responsible for leading end-to-end support operations for the Wrike platform across all solutions globally.
Skills & Requirements
Must-have
5+ years global support operations experience
SaaS project or work management platform support
Tier 2 and Tier 3 support framework management
SLA performance and incident management expertise
Cross-functional collaboration with Product teams
Nice-to-have
ITIL certification or ITIL-based environment experience
Analytics-driven trend identification skills
Experience in large complex global organizations
Ability to work independently with minimal supervision
Strong attention to detail and accuracy
Key Requirements
5+ years experience in global support operations
Experience supporting SaaS project or work management platforms
Proven track record managing SLAs and escalation paths
Strong documentation and operational governance skills