Support Operations Manager

Support Operations Manager

Heredia, Costa Rica

We're looking for a Support Operations Manager This role is Hybrid, Costa Rica

ABOUT CORNERSTONE Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept — one customer, one case, one conversation at a time.

What You Will Own

• Own the scoreboard pipeline: Salesforce + Level AI data flowing into the daily trackers, the MBR pack, and the ELT views — accurate, on time, trusted.
• Run workforce and coverage planning: the shift catalog, the 100–130% coverage band, and the staffing math behind every pod’s schedule.
• Administer the modern stack operationally: Agentforce configuration, Level AI scorecards and iCSAT calibration, Customer 360 hygiene.
• Track certification: every agent’s ramp (30/45/90) visible, gates enforced fairly, Enablement fed with completion data.
• Drive instrumentation forward: close measurement gaps (AHT live Oct 1), build the Where’s-My-Stuff dashboard, automate the manual.
• Support the operating cadence: Pod Operations Reviews, Execution Review tracking, decision logs that stay closed-loop.

What You Bring

• 4+ years support operations, WFM, or business operations in a technical support org.
• Excel/BI craft and Salesforce reporting depth; automation instinct.
• Precision with empathy: your numbers grade people — you make them fair.
• Program management discipline across parallel workstreams. GATES: report accuracy + timeliness · instrumentation milestones · coverage-plan adherence · stakeholder trust scores.

IN YOUR CORNER Connect Live · Advocate · Relentless · Earned Resolution — every customer leaves knowing Cornerstone Support is in their corner.

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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We have great software and great culture!

The best HR software for all sized businesses begins in the best workplace we know.

Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. We are proud to be an EOE Protected Veterans/Disability workplace and an affirmative action employer.