---
title: 'Senior Support Operations Manager at PandaDoc'
canonical: 'https://feeny.ai/job/senior-support-operations-manager-pandadoc-united-states-6bxsyz46cvze'
type: 'job'
last_seen: '2026-09-10'
---

# Senior Support Operations Manager at PandaDoc

- **Company:** PandaDoc
- **Location:** United States
- **Work type:** remote
- **Posted:** 2026-07-02
- **Last confirmed live:** 2026-09-10
- **Apply:** https://job-boards.greenhouse.io/pandadoc/jobs/8044641

## Job description

Senior Support Operations Manager

We're looking for a Senior Support Operations Manager to serve as the strategic advisor and operational partner to the Support Leadership Team. You will shape how the Support organization interacts with customers, where and how it invests, and how it evolves. You bring the analytical rigor, business perspective, and outside-in thinking that helps Support leaders make confident decisions and moves the business forward.

The right person thinks in systems and can own an initiative from first principles to final rollout. You do not wait to be handed a problem. You surface the ones worth solving, frame them, and bring a recommendation. The outcomes you drive will show up directly in how our customers experience PandaDoc along with our Support Team's main KPIs.

In this role, you will:

- Lead the rhythm of business for Support leadership: extract insights from data through real time monitoring across support performance, CSAT, channel mix, product gaps, customer health, etc and translate those insights into recommendations that inform strategy, headcount, and operational decisions
- Drive the strategy and build for 0 to 1 programs and other Key Initiatives: proactively seek out opportunities to shape key initiatives, whether that's building something new or taking current programs like the Learning Academy and pushing them to the next level.
- Own the customer lifecycle intelligence layer: partner with Product and Data to surface usage, lifecycle stage, and customer health signals to support agents at the point of contact, and define the playbooks and tooling that turn those signals into action
- Lead AI and automation strategy for Support: advance PandaDoc's Claude, Intercom and Fin AI capabilities, identify and close tooling gaps, and drive adoption of new technologies that increase team productivity and improve the customer experience
- Own planning and forecasting: lead capacity modeling, annual planning, budgeting, and monthly and quarterly business reviews for the Support organization
- Build performance management infrastructure: consolidate disparate data sources into unified performance dashboards and reports that enables frontline managers to monitor, coach, and act while providing key insights to Support leaders on where to focus attention.
- Serve as the cross-functional operator for Support: represent the Support organization in company-wide initiatives, strategize and execute on OKRs, and drive alignment with key business partners.

## About You

- 5+ years working as the operational core of a customer-facing organization: Support, Customer Experience, or something closely adjacent. Recent Support Ops experience is recommended
- You have led change that actually sticks. Not just tool rollouts, but the process redesigns and AI integrations (Claude, ChatGPT, Gemini, and others) that shift how a team fundamentally works
- You have a high degree of business ownership. You don't stop at "here's what happened." You turn data into a POV and a plan, tracing a metric back to its root cause, forward to its business implication, and arriving with a recommendation people can act on
- You can effectively move from ambiguous problems to launched initiatives with targeted outcomes. You hold the strategic thread and do the detailed work when it matters
- You earn trust at the executive level and can move a room toward alignment even when you do not own the final decision
- You have owned a budget, run a planning cycle, and explained a variance. Financial forecasting is part of how you manage the business, not something you hand off
- You are fluent in the platforms that modern support and CX organizations run on ex: Intercom/Zendesk, Gainsight/Planhat, Salesforce and Jira/CWM software

We care more about what you've built, your domain expertise and how you think than whether your title history is a perfect match. If this role energizes you, please apply.

Company Overview:

PandaDoc empowers more than 53,000 growing organizations to thrive by taking the work out of document workflow. PandaDoc provides an all-in-one document workflow automation platform that helps fast scaling teams accelerate the ability to create, manage, and sign digital documents including proposals, quotes, contracts, and more.  For more information, please visit[https://www.pandadoc.com](https://www.pandadoc.com/).

Company Culture:

We're known for our work-life balance, kind co-workers, & creative virtual team-bonding events. And although our Pandas are located across the globe, we stay connected with the help of technology and ensure that everyone on our team feels, well, like a team.

Pandas work best when they're happy. We retain our talent by upholding our values of integrity & transparency, and selling a product that changes the lives of our customers.

Check out our[LinkedIn](https://www.linkedin.com/company/pandadoc/life/pdcompanyculture) to learn more.

Benefits:

Our benefits include tremendous career growth opportunities, a competitive salary, health and commuter benefits, company-paid life & disability, 20+ PTO days, 401K and FSA plans, and of course, a fun team of Pandas to work with!

The annual OTE for this role is up to $180k (90/10 split) .

PandaDoc is an Equal Opportunity Employer. We are committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.

## EXTERNAL RECRUITERS

Approval Requirement

The use of external recruiters/staffing agencies requires prior approval from our HR Team. The HR Team at PandaDoc requests that external recruiters/staffing agencies not to contact PandaDoc employees directly in an attempt to present candidates. Complying with this request will be a factor in determining future professional relationships with PandaDoc.

Application deadline 08/30/26

## About PandaDoc

## Company Overview
- **One-liner**: PandaDoc provides an all-in-one document workflow automation platform for creating, approving, tracking, and e-signing documents.
- **Entity Type**: Private (Series C, unicorn with $1B valuation)
- **Headquarters**: San Francisco, California, United States (remote-first with hubs in Lisbon, Warsaw, and Kyiv)
- **Founded**: 2014
- **Founders**: Mikita Mikado, Sergey Barysiuk

## Core Business
- Primary industry/industries: Document automation, e‑signature, CPQ (Configure, Price, Quote), sales enablement
- Target customers: B2B – from small businesses to enterprise (tens of thousands of companies across industries)
- Mission: “Deliver transformative technology that simplifies the way companies of any size operate and win” – making agreements faster, clearer, and more transparent.

## Products & Services
- **PandaDoc Document Automation (SaaS)**: Create, approve, track, and e‑sign documents (proposals, quotes, contracts) 40% faster. Includes templates, content libraries, analytics, and integrations.
- **PandaDoc E‑Signature (SaaS)**: Compliant with E‑SIGN, UETA, HIPAA, and SOC 2; offers strong security (SSO, granular permissions, API).
- **PandaDoc CPQ (SaaS)**: Native CPQ for Salesforce and HubSpot (launched in 2025), enabling configure-price-quote workflows within CRM.
- **PandaDoc API**: Embed document generation and e‑signature capabilities into third‑party applications.

## Market Standing
- **Valuation / Market Cap**: $1 billion (unicorn status achieved with Series C in 2021; latest known valuation)
- **Key Metric**: $100M Annual Recurring Revenue (ARR) as of 2024 (source: [pandadoc.com/about](https://www.pandadoc.com/about/))
- **Notable Investors/Partners**: Series C led by Altos Ventures (also includes existing backers such as Rembrandt Venture Partners, One Way Ventures); key partners include Salesforce, HubSpot.
- **Growth Signals**: Reached $100M ARR; achieved unicorn status; launched native CPQ for Salesforce and HubSpot (2025); ranked on Deloitte’s Technology Fast 500™; serving tens of thousands of customers globally.

## Competitive Advantages
- **Remote‑first from day one** – flexible, autonomous culture not tied to a single location; global talent pool.
- **Comprehensive all‑in‑one platform** – covers document creation, e‑signature, and CPQ, reducing tool sprawl.
- **Deep integrations** with Salesforce, HubSpot, and other major CRMs, plus a robust API.
- **Strong compliance and security** – SOC 2, HIPAA, E‑SIGN/UETA compliant, supporting enterprise‑grade trust.
- **Scalable for any business size** – from SMB to enterprise, with a focus on simplicity and speed.

## Strategic Focus
- **Expand CPQ and CRM‑native capabilities** – deepen Salesforce and HubSpot integrations to capture the configure‑price‑quote market.
- **Continue product‑led growth** – invest in automation, analytics, and AI to further simplify document workflows.
- **Maintain remote‑first culture** – preserve flexibility while scaling across Europe, USA, and Ukraine.
- **Support Ukrainian team** – provide stability, safety, and flexibility as a core part of the company’s values.

## Why Work Here
- **Culture**: Remote‑first, globally distributed team (dozens of countries); core values L.I.F.E. (Learn, Impact, Fun, Empathy). Emphasis on trust, empathy, and work‑life balance.
- **Policy**: Fully remote with optional office hubs in Lisbon, Warsaw, Kyiv. Flexible schedules – “outcomes, not hours.”
- **Perks**: Competitive salary; company equity; 401K plan; health benefits; generous PTO + self‑care days; paid day off for birthdays; monthly wellness allowance; home office stipend; education benefits (LinkedIn Learning, industry events); regular team outings; commuter benefits.
- **Engineering culture**: Strong engineering teams in Europe and USA; focus on modern tech stack (Python, React, etc.); opportunities to work on high‑scale document processing and CRM integrations.
- **Support for Ukraine**: 24/7 Kyiv office, ongoing safety and flexibility for Ukrainian teammates; company stands with Ukraine.

## Sources
1. [PandaDoc Careers](https://www.pandadoc.com/careers/)
2. [PandaDoc Culture](https://www.pandadoc.com/culture/)
3. [PandaDoc About](https://www.pandadoc.com/about/)
4. [PandaDoc Greenhouse Jobs](http://job-boards.greenhouse.io/pandadoc)
5. [PandaDoc Homepage](https://www.pandadoc.com/)

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