Support Operations Manager

SUMMARY

Come join the company that is reinventing cloud security and empowering businesses to thrive in the cloud.  As the fastest-growing startup ever, Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world-class talent.   

Our Wizards from over 13 countries work together to protect the infrastructure of our hundreds of customers, including 40% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to make a significant impact. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth. Come join our team and help us create secure cloud environments that allow the best companies to move faster. 

We’re looking for a Manager of Support Operations to join us in shaping and scaling our global customer experience at Wiz. In this role, you will report to the Sr. Director of Customer Solutions and Experience Operations and work alongside cross-functional teams to drive both strategic initiatives and hands-on improvements across our support ecosystem. You’ll play a critical role in maturing our support organization, designing scalable frameworks, and operationalizing premium service offerings that deliver best-in-class experiences for our customers. This is a high-impact role that directly contributes to customer satisfaction, operational efficiency, and long-term growth. 

LOCATION:

We are focused on candidates located in east coast time zone.

WHAT YOU’LL DO

• Define and drive the roadmap for scaling Wiz’s customer support organization in alignment with evolving customer and business needs.
• Design and implement a global support model that raises the bar for excellence in cloud security.
• Lead the enhancement and operationalization of premium support services, including SLAs, custom plans, and dedicated resources.
• Optimize and scale support tools and systems (e.g., ServiceNow) to improve ticket management, escalation workflows, and performance reporting.
• Build data-driven frameworks for global workforce planning, coverage modeling, and customer issue resolution.
• Champion the voice of the customer through feedback loops, systemic issue resolution, and continuous improvement initiatives.
• Partner with Product, Engineering, and Customer Experience teams to proactively address support challenges.
• Create dashboards and reports to monitor key metrics like CSAT, time-to-resolution, and support efficiency.
• Empower support teams with the tools, training, and resources they need to succeed.
• Foster a culture of excellence, growth, and feedback across the support organization. 

WHAT YOU’LL BRING

6+ years of experience in support operations, customer experience, or technical operations roles, preferably in a high-growth SaaS environment. 

• Proven ability to lead strategic initiatives while executing hands-on in a fast-paced, evolving environment.
• Experience implementing and optimizing support tools such as ServiceNow or similar platforms.
• Deep understanding of global support models and workforce planning.
• Track record of building and operationalizing premium or tiered support offerings.
• Strong analytical skills with the ability to build and interpret reports, dashboards, and KPIs.
• Customer-first mindset with a passion for enhancing support experiences through process and tooling.
• Excellent cross-functional collaboration skills with experience working across product, engineering, and customer-facing teams.
• Strong leadership, communication, and mentoring abilities.
• Experience with cloud security or cybersecurity is a plus. 

Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship. This role does not offer visa sponsorship.