Job Description

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.

Qualifications

Required Qualifications

• Experience in operations support, customer support, client success, service operations, administration, or related work.
• Strong communication, organization, follow-up, and problem-solving skills.
• Ability to manage multiple issues, deadlines, stakeholders, and priorities.
• Experience improving processes, documenting workflows, and supporting cross-functional teams.

Preferred Qualifications

• Experience supporting high-volume operational workflows, branch onboarding, billing validation, or customer-impacting issue resolution.
• Experience with ticketing systems, order systems, reporting tools, or workflow documentation.

Physical / Environmental Requirements

• Ability to work in an operations environment with production equipment, fulfillment activity, supplies, packaging, and shipping materials.
• Ability to stand for extended periods and move materials or equipment as needed, with reasonable accommodations available.
• Ability to lift and move supplies or materials as required for the role.
• May be required to work schedules or shifts outside normal business hours based on Ink Operations needs.