We're looking for a

Support Operations Manager

This role is Hybrid, Costa Rica

The Position

The objective of this position is to optimize Customer Support operations through accurate data analysis, workforce planning, technology, and process improvement. This role ensures reliable reporting, effective coverage, efficient use of support tools, and the successful execution of operational initiatives to enable data-driven decision-making and improve overall team performance. This is an individual contributor position with no direct reports.

Responsibilities

Own operational reporting, ensuring data accuracy, consistency, and timely delivery.
Develop and maintain dashboards, trackers, and performance reports.
Coordinate workforce, staffing, shift, capacity, and coverage planning.
Administer and optimize Customer Support systems, including Salesforce, AI tools, and BI platforms.
Track agent onboarding, certification, and 30-, 45-, and 90-day ramp-up progress.
Identify measurement gaps and develop relevant operational metrics.
Automate manual reporting and operational processes.
Coordinate technology and process-improvement initiatives across multiple workstreams.
Support operational reviews and follow up on decisions, action items, and deliverables.
Collaborate with Support, Enablement, IT, and other stakeholders to improve operational efficiency.

Requirements

4+ years of experience in Support Operations, Workforce Management, Business Operations, or a related function within a technical support organization.
Strong experience in operational data analysis, reporting, and dashboard development.
Advanced Excel skills and experience with BI tools.
Solid knowledge of Salesforce reporting and data management.
Experience with workforce planning, staffing models, shift planning, capacity planning, and coverage analysis.
Experience coordinating technology, automation, or process-improvement projects.
Strong project and program management skills, with the ability to manage multiple workstreams simultaneously.
Strong attention to detail and the ability to ensure data accuracy, consistency, and timely delivery.
Strong stakeholder management and cross-functional collaboration skills.
Advanced English proficiency.

Our Growing Presence in Costa Rica

Cornerstone is excited to be building a new hub in Costa Rica as part of our continued investment in growing our global talent and capabilities. We are bringing together teams across a variety of functions, creating exciting opportunities for people to join us at the ground floor of this new chapter and help shape how we grow in the region.

We have invested in a new office in Costa Rica, with construction beginning soon, and we expect our presence and capabilities in the region to continue expanding over time. For those joining us now, this is a unique opportunity to help build something from the beginning, work alongside talented colleagues across Cornerstone globally, and be part of our longer-term growth in Costa Rica.

Employment Structure

As we establish our operations in Costa Rica and complete the process to operate under the country’s Free Trade Zone Regime, Cornerstone is partnering with Recluta, our local Employer of Record (EOR).

Our Culture

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are:

At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high-performing, future-ready organizations forward. Cornerstone Workforce AI™, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph™, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent. Delivered as an open, enterprise platform across whatever application your people work in every day, Cornerstone Workforce AI is built for scale, security, and trust, with certified AI guardrails. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.

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Support Operations Manager