Support Operations Manager

We are seeking a highly skilled, dynamic, and motivated Technical Program Manager to join our Customer Support Operations team. In this role, you will be a technical resource responsible for leading and managing technical programs that enhance the efficiency and effectiveness of our customer support operations. You will collaborate closely with cross-functional teams including engineering, product management, and support to drive initiatives that improve our support processes, tools, and customer experience, working directly with all levels of the organization.

Responsibilities:

Program Management:

• Lead and manage technical support programs, helping to organize and track work via sprints or otherwise holding CS team members accountable for incremental progress.
• Manage prioritized projects outlined in the Customer Success roadmap. 
• Collaborate with cross-functional teams ( including R&D, product management, and sales) to drive successful program adoption, KPIs and iterative improvements.
• Develop and maintain key performance indicators (KPIs) to measure the effectiveness of the programs you own.
• Provide regular reports and insights to senior management and the customer support team to communicate progress and blockers.

Process Improvement:

• Identify opportunities for process improvements within customer support and own follow-up where needed. 
• Implement best practices to optimize efficiency, responsiveness, and overall customer satisfaction.
• Streamline and simplify manual and repeatable work for Customer Success team members and business partners who engage with us.
• Keep CS runbooks and SOPs up-to-date

Technical Expertise:

• Communicate between customer support and engineering teams
• Engage with engineering and product management to be informed about product updates and new releases and how they impact internal processes and support enablement.

Customer Advocacy:

• Champion the voice of the customer within the organization, ensuring that customer feedback (and supportability) is integrated into product development and processes through the Problem Management program. 
• Collaborate with the customer success team to proactively address customer needs and concerns by making sure that proposed changes are followed up on and implemented. 

Training and Development:

• Work closely with the customer support team, engineering teams, sales enablement and product management to develop and deliver technical training programs for customer support teams. 
• Facilitate ongoing skill development and knowledge enhancement for support staff via 101, 201, and 301 programs, certifications, and new product and feature training. 

Experience Required

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field. Advanced degree or relevant certifications are a plus.
• Minimum of 5 years of experience in technical program management or project management, preferably in a customer support or operations environment. Experience with support tools and technologies is highly desirable.
• Preferred: Enterprise software or high-tech industry experience is a plus.
• Preferred: Intermediate to Advanced experience with Salesforce (SFDC), Jira, Confluence
• Preferred: Experience with agile methodologies and sprint planning 

Qualifications

• A relentless drive and a customer-first mentality are essential.
• Technical Acumen: Solid technical background with experience in data storage, software development, or IT operations is advantageous.
• Proven track record of successfully managing complex technical programs and projects.
• Demonstrated ability to structure and assess problems, execute high-level directives, and manage program impacts.
• Proven track record in program management, execution, change management, and cross-functional stakeholder management.
• Strong executive presence, communication, and facilitation skills, with experience engaging and partnering at all levels, including executives.
• Strength in researching, understanding, distilling, and communicating complex business issues, ideas, and analyzing business impact.
• Familiarity with/drive the Agile development and release methodologies, especially for the automation of business processes and improvements/redesigns.
• Ability to thrive in a culture of transparency and direct feedback.