Support Readiness Manager Jobs

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Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.

Join our team! We’re building a world where Identity belongs to you.

The Support Readiness Manager Opportunity

The Support Readiness Manager will have the opportunity to make an immediate impact on a new growing team by managing all aspects of planning and enablement that ensures the Support Delivery Team is ready to support all existing and new product releases.

You’ll be responsible for knowing the product roadmap and working cross-functionally to assess the impact of each release on Customer Support. Working with teams globally, this role will strive towards success in key Support metrics including: Customer Satisfaction, Time to Resolve, Escalation Effectiveness, Skill based metrics, etc.

This position will represent Customer Support’s required deliverables and lead times with Product & Engineering for releases at every level and communicating upcoming changes with Support Delivery. The candidate will be the single point of contact between Engineering and Customer Support for their assigned products and applications.

What You’ll Be Doing

• Reduce customer friction points within the product in order to drive customer satisfaction, retention, and adoption
• Eliminate case volume, enabling Customer Support to scale proportionally with business growth
• Ensure Customer Support Engineers have the necessary training, knowledge management, troubleshooting tools and permissions to support new product releases
• Engage early in SDLC with GTM, PM, Launch Ops, and Support Delivery on release readiness efforts
• Adapt and successfully switch focus across a spectrum of small, quick wins, to lengthy and complex programs as priorities change in a fast-paced environment
• Determine prioritization of initiatives based on impact, outcome, and ROI
• Own key Release Readiness and Supportability projects and manage various initiatives within and beyond Support, across multiple teams; taking a hands-on approach to unblock progress, introduce efficiencies, and deliver outcomes
• Facilitate and drive meetings with Support Delivery and Engineering teams on customer impacting release readiness initiatives

What you’ll bring to the role

• Ability to analyze data and surface insights to advocate on behalf of customers and drive decision making to improve products and processes
• 1+ years of experience with Data, Analytics, ML & AI
• 3+ years technical support, business process operations, or product operations/development/management experience

And extra credit if you have experience in any of the following!

• Ability to provide feedback based on case analysis to the engineering product team that feeds into reactive (e.g. bug fixes) as well as proactive/predictive (e.g. auto-healing) product development work to drive reduction in support volumes
• Excellent verbal and written communication; skilled with communication at all levels
• 1+ years of customer success experience in SaaS organization
• Deep understanding of Process Improvement, Decision Making, Project Planning, and Analyzing Information
• Solid understanding of Customer Support including processes like Case Handling, Case Reviews, Follow-the-sun, escalation processes, 3rd party support processes, CSAT/DSAT Reviews, Global queue management, escalations, language support, plus more

Okta is an Equal Opportunity Employer.

Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located. We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live. Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs. Find your place at Okta https://www.okta.com/company/careers/.

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta. More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.

Below is the annual base salary range for candidates located in California, Colorado, New York and Washington. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/us.

The annual base salary range for this position for candidates located in California (excluding San Francisco Bay Area), Colorado, New York, and Washington is between:

$92,000—$124,000 USD

The annual base salary range for this position for candidates located in the San Francisco Bay area is between:

$102,000—$138,000 USD

What you can look forward to as an Okta employee!

• Fostering Diversity, Equity, Inclusion and Belonging at Okta
• Amazing Benefits
• Making Social Impact

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Okta is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application or interview process, please use this Form to request an accommodation.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.