Operations Manager

Aspire Software is looking for a Customer Operations Manager to join our growing team! We’re looking for a hands-on Customer Operations Manager to lead and optimize our Support and Professional Services teams. In this role, you’ll own the customer experience across support, onboarding, implementation, and service delivery—ensuring customers receive timely, high-quality service and realize value quickly. You’ll combine team leadership, process improvement, and data-driven decision-making with an AI-forward approach to customer operations. From strengthening service quality and accountability to using automation to improve workflows and team enablement, you’ll help shape how we support our customers and scale our services. Here is a little window into our company: Aspire Software, an operating group of Valsoft Corporation, operates and manages a portfolio of wholly owned software companies that provide mission-critical solutions across multiple verticals. Through industry best practices and a decentralized operating model, Aspire empowers its businesses to drive growth, strengthen operational performance, and reinvest in continuous innovation. Our motto is “Be Humble, Stay Hungry!” Key Responsibilities Team Leadership: Manage and coach Support and Professional Services teams. Set goals, monitor performance, and foster a culture of accountability and continuous improvement. Customer Experience: Ensure a consistent, high-quality customer experience across all support and services touchpoints. Operational Efficiency: Design and refine workflows to improve ticket handling, triage, escalation processes, and service-level agreements (SLAs). Identify and remove bottlenecks. Customer Satisfaction & Quality: Own key performance indicators (KPIs) and implement initiatives to consistently meet or exceed targets. Cross-Functional Collaboration: Work closely with Product, Engineering, Sales, and Account teams to resolve customer issues, advocate for customer needs, and streamline handoffs. Tool Ownership: Help manage tools like TeamSupport, Jira, and other support and service platforms. Recommend improvements or automations. Customer Advocacy: Identify trends and common issues to proactively improve product and service offerings. AI & Technology Adoption: Champion a tech-forward approach to service delivery. Identify where AI and automation can reduce handling time, improve first-contact resolution, and surface insights—from AI-assisted triage and ticket summarization to knowledge base content and self-service deflection. Continuous Innovation: Pilot, measure, and scale new AI capabilities across the support stack. Build team fluency and set clear guardrails for responsible, accurate, and secure AI use in customer-facing work. Customer Onboarding & Time-to-Value: Own the onboarding and implementation experience end to end. Apply AI to accelerate time-to-value through tailored onboarding plans, automated configuration and data-migration checks,…