Support Operations Program Manager
New
CA, USAContractManager
Salary42 USD per hour
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Job Details
- Experience
- 2–7 years
- Required Skills
- Data AnalysisQA AutomationSalesforceJiraCross-functional collaborationProcess improvementSaaS
Requirements
- 2–7 years of direct experience in Support Operations within a SaaS company
- Experience owning projects end-to-end, including: project planning, stakeholder management, execution, rollout, and tracking outcomes
- Hands-on experience using Salesforce, including workflows, objects, reporting, and operational process improvements
- Experience using Jira or similar project management systems such as Asana or ClickUp
- Strong analytical background with the ability to identify trends and perform root cause analysis
- Experience improving KPIs such as: CSAT, SLA adherence, resolution times, and efficiency metrics
- Understanding of how to use AI for prompt design, workflow enhancement, automation, and process optimization
- Strong communication skills and ability to work cross-functionally across multiple departments
Responsibilities
- Lead strategic support operations projects from start to finish, including planning, stakeholder alignment, execution, rollout, and follow-up
- Own and operationalize initiatives that improve customer support processes, team scalability, and customer satisfaction
- Partner cross-functionally with Product, Engineering, Marketing, Sales, and Customer Success teams to execute support-related initiatives
- Create workflows, process documentation, operational playbooks, and support documentation for new programs
- Analyze support operations data to identify trends, perform root cause analysis, and recommend improvements
- Translate data insights into actionable programs and process changes
- Optimize workflows and systems used by the support organization
- Build and improve internal operational tooling that supports support teams
- Improve the end-to-end customer journey by driving strategic support enhancements
- Support outsourced/global support team initiatives and collaborate with leadership teams
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