Support Operations Program Manager

Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.

The Role

As a Program Manager on the Support Operations team you will build and strengthen our operations ecosystem to ensure our Support teams can evolve and absorb changes in a dynamic environment. You will work directly with our Support Operations teams and our cross-functional partners (business systems, engineering, marketing, executive leadership, etc.) to execute global projects from inception to launch following best practices for smooth rollout of changes impacting the wider Support Organization. You’ll also help ensure that we have strong tooling workflows and operating procedures, thorough documentation and an inventory of all processes for our Support Team.

Your Daily Adventures Will Include

• Drive problems and roadblocks to resolution with minimal assistance; identify potential risks and proactively mitigate challenges.
• Understanding Support organization tools and processes to forecast, identify, and mitigate impact of changes.
• Ownership of ad hoc projects, as needed, related to strategic goals and stakeholder priorities.
• Triage and consult business counterpart requests for tool workflow and process updates, advising on efficiency and prioritization while keeping company wide goals and initiatives top of mind.
• End to end planning and execution of key strategic initiatives with varied work streams and business stakeholders from executive leadership to frontline
• Communicate with all levels of leadership ranging from analysts to C-Level executives, adjusting channel, style, and content accordingly
• Prepare program plans and business requirements to drive changes to internal tools and processes
• In partnership with CXI team, manager dashboards and analyze insights; deliver report-outs on process improvements and program insights to key stakeholders and senior leadership
• Work cross functionally with other departments (Business Systems, Development, Customer Experience Insights, Sales, Product, Engineering, Executive Leadership) to ensure the programs being created are synchronous with company-wide initiatives.
• Lead and influence others effectively to achieve cross-functional alignment on goals and successful change management when implementing workflow updates and new processes.

Basic Qualifications

• Demonstrates strong analytical skills and has ability to do basic reporting design to execute analysis and measure success.
• History of successfully improving processes with methodologies, programs or frameworks that increased team performance. Experience driving process improvements and managing processes.
• Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance. Can also manage dynamic and evolving requirements and can prioritize competing needs with good reasoning and creative solutions.
• Experience with technical support organizations and KPIs, preferably in a SaaS or B2B environment going through global scaling of operations. Experience with the technologies we use, including Zendesk, Tableau, and Salesforce
• Ability to lead through influence and build trust across Support; strong negotiation and conflict management skills.
• 4+ years of experience in program management or similar, along with project management and coordination experience specifically around tools and process implementation in Saas/Tech Support
• Ability to maintain a positive attitude and calm demeanor, especially in escalated circumstances
• Familiar with general project processes and tools; Confluence, JIRA, Asana, GSuite and/or MSFT Office

Preferred Qualifications

• PMP, Scrum Master, or similar certifications
• Experience mentoring and leading others
• Experience with Workforce Management workflows and tooling (Playvox)

The base salary range for this role is $63,000 - $117,000. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations.

Why You’ll Love It Here

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans
• Plus, unlimited snacks and beverages in our kitchen
• 401k to help you save for the future
• Flexible time off
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
• A parental leave program that includes not just extended time off but options for a paid night nurse, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Fun company and team outings (or virtual events these days!) because we play just as hard as we work
• Company-organized and personal paid volunteer days to support the community that supports us
• Generous medical, dental, and vision coverage for full-time employees and their dependents