General Manager overseeing operations at upscale campground and RV Resort. Leadership role focused on team management, guest experience, and financial performance.
About the role
- Enablement Manager leading automation and workflow initiatives for SaaS Support operations at Tapcheck. Driving system integrations and sustaining a high-performing team in a digital platform environment.
Responsibilities
- Define and oversee the roadmap for all Support platforms, including Zendesk, FlowEQ, Ada, QA tools, Knowledge, and WFM systems.
- Ensure systems are configured to support scale, efficiency, and consistency across global operations.
- Drive the evaluation and adoption of new tools and enhancements that improve Support maturity.
- Guide the development and execution of automation strategies across chat, ticketing, and voice.
- Ensure automations reduce manual workload, improve customer experience, and align to company goals.
- Regularly review automation performance, containment metrics, and customer outcomes to prioritize improvements.
- Maintain ownership of all system integrations and cross-platform workflows.
- Collaborate with Product and Engineering to drive integration enhancements and resolve technical issues quickly.
- Guarantee that integration architecture supports accurate data flow and operational continuity.
- Oversee reporting infrastructure and define standards for Support metrics and dashboards.
- Ensure leaders have accurate, timely visibility into operational performance, automation trends, and CX-impacting issues.
- Build a culture of continuous improvement, standardization, and operational excellence.
Requirements
- 5+ years experience in Support Operations, Enablement, or Systems roles within a SaaS environment
- 3+ years of people leadership experience managing analysts, program managers, or technical operators
- Proven ownership of a Support tooling ecosystem
- Demonstrated success leading automation and workflow initiatives that reduce manual effort and improve customer experience
- Strong understanding of system integrations, data flows, and reporting infrastructure, with the ability to partner effectively with Data, Engineering, and Product teams
- Highly analytical, with deep knowledge of support metrics, data governance, and executive-ready reporting
- Strong operator and communicator able to prioritize ruthlessly, set a clear roadmap, and deliver scalable solutions in a fast-moving startup environment
Benefits
- Competitive base
- Flexible Time Off
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401K Match
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