ServiceDeliveryManager-Enterprise,eeroCS

At eero we pride ourselves in providing every customer a world class experience. Our mission is to make technology in homes and businesses just work - through fast, reliable, secure connectivity. Fixing connectivity in the home is, however, just the start. We're working on the building blocks of the small business solutions and smart homes by designing our own hardware, enabling it with powerful software, and tying it all together to the cloud. We are seeking an experienced Enterprise Support Leader to scale our enterprise customer support operations. This individual will own the performance, processes, and quality of our enterprise support function, ensuring our customers receive fast, consistent, and proactive support across all channels. This role combines operational excellence, people leadership, customer advocacy, and cross-functional partnership to drive world-class enterprise customer experiences. Key job responsibilities Team Leadership & Management - Provide both tactical and strategic management to lead a team of Enterprise Support Specialists/Engineers delivering high-quality technical support - Establish and adjust team goals and performance expectations as this channel continues to evolve - Monitor team productivity, SLAs, CSAT, NPS, backlog health, and operational KPIs. - Proactively lead recruitment efforts by attracting and hiring bar-raising talent who bring needed skills and expertise to your organization - Establish, own, and share customized onboarding plans that help new team members learn programs, products, technologies, processes, and role expectations through rapid exposure and skill development - Create a culture of accountability, ownership, and customer obsession. Enterprise Support Operations - Oversee day-to-day enterprise case management, escalations, and critical issue resolution. - Ensure consistent adherence to enterprise workflows, SLAs, and communication standards. - Partner with Workforce Management to ensure coverage, staffing,