Juanita Wiggins
Sr Manager Support Operations @Amwell
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WORK HISTORY
Sr Manager Support Operations @Amwell
Assembled and mentored a team of five Support Operations Specialists who delivered top-tier services and support for seventy customers and over 5 project teams across 10 programs and applications.• Identified SLA metrics, MTTR on case handling, and KPIs for tracking team performance and utilization while ensuring progress and compliance for key business initiatives.• Presented data-driven executive summaries to the Support Team, helping drive strategic recommendations to enhance efficiency and resource utilization across the Operations Team.• Coordinated and led over 120 release cycles for both technical and support teams, ensuring timely and successful deployments.• Successfully led and trained teams in Atlassian Jira, ensuring standard practices in executing and monitoring organization requests.
EDUCATION
Year Up/Cambridge College
N/A, Computer Science
Bay State College
Early Childhood Education and Teaching
ABOUT JUANITA WIGGINS
Seasoned Senior Support Operations Manager with 7+ years of progressive leadership experience in healthcare technology environments. Proven track record of building and leading high-performing teams, optimizing support workflows, and improving operational efficiency through data-driven strategies. Experienced in managing enterprise-level support functions, release cycles, and cross-functional programs while maintaining strong alignment with business goals.I specialize in process improvement, performance analytics, and team development, designing training frameworks and operational standards that drive consistency, productivity, and service excellence. Skilled in Jira, Confluence, and support ticketing systems, with a strong commitment to continuous improvement and customer success. Recognized for strategic problem-solving, collaboration across technical and non-technical teams, and delivering measurable impact in fast-paced environments.
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