OverviewThe Technical Support Operations Project Manager is responsible for guiding and coordinating the execution of Tier 1 Team Leads across shifts, regions, and support queues. This role provides structure, direction, and follow-up to ensure daily operations are managed consistently, with clear alignment on process discipline, quality expectations, training needs, and escalation handling. This role also acts as the operational bridge between Tier 1, Support Management, QA, Training, Tier 2/Tier 3, Product, Engineering, Workforce, and other business areas. By removing roadblocks, coordinating escalations, and ensuring proper follow-through, the Support Operations Lead helps improve operational control, reduce resolution delays, and strengthen Tier 1’s ability to handle cases effectively and consistently.
Responsibilities
- Coordinate daily Tier 1 operational execution across Team Leads, shifts, regions, and support queues.
- Provide guidance and follow-up to Team Leads to ensure consistent execution of daily routines and priorities.
- Monitor queue health, backlog, aging cases,



handoffs, and operational risks across Tier 1.
- Partner with Team Leads to ensure cases have clear ownership, next actions, and proper follow-through.
- Reinforce process discipline, case handling standards, documentation quality, and escalation readiness.
- Coordinate escalations with Tier 2/Tier 3, Product, Engineering, Workforce, QA, Training, and other support areas.
- Remove operational roadblocks by ensuring issues are assigned to the right owners and tracked until resolution.
- Identify recurring process gaps, case flow issues, and operational blockers impacting Tier 1 performance.
- Partner with QA to ensure quality findings are translated into Team Lead follow-up and agent coaching actions.
- Partner with Training to identify knowledge gaps, refresher needs, and process reinforcement opportunities.
- Consolidate operational updates from Team Leads and provide clear visibility to S

📌 Technical Support Operation Project Manager (Monterrey)
🏢 Vontier
📍 Monterrey