Customer Support Operations Readiness Program Manager

| Seattle
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The Role 

As our Customer Support Operations Readiness Program Manager you will build and strengthen our operations ecosystem to ensure our Support & Success teams can evolve and absorb changes in a dynamic environment. You will work directly with our Success & Support Operations teams, and our cross-functional partners (engineering, marketing, executive leadership, etc.) to execute global projects from inception to launch advising the best operational strategy for smooth rollout of changes impacting the wider Support & Success Organization. You will also be a player-coach, driving key initiatives while guiding other operations peers in how to most successfully plan and roll out change. This program is critical to Operations’ ability to be agile and effectively roll out new programs, processes and tools at scale. 

Your Daily Adventures Will Include:

  • Manage cross-functional operational efforts, working with tools engineering, policy, training and other operational teams to ensure smooth rollout of changes; sometimes being required to evaluate the stakeholders competing priorities and help align on optimal solution for all parties and our customers
  • Establish processes, tools, and tracking/reporting mechanisms to streamline and simplify change process and awareness.
  • Establish familiarity with Support organization and processes to forecast, identify, and mitigate impact of changes.
  • Lead and influence others effectively to achieve cross-functional alignment on goals and successful change management.
  • Work directly with Outreach Support leadership to provide visibility to change roadmap.
  • Build and refine the scalable processes and comprehensive resources required to effectively run new programs across customer success and support operations
  • Work cross functionally with other departments (Ops, Development, BI , Sales, Product, Engineering, Executive Leadership) to ensure the programs being created are synchronous with company wide initiatives
  • Communication with all levels of leadership ranging from analysts to C-Level executives, adjusting communication style and content accordingly
  • Drive problems and roadblocks to resolution with minimal assistance
  • Leading and mentoring other members of the Support and Success Operations team

Basic Qualifications

  • 7-10 years of experience in program management or similar, along with project management and coordination experience
  • 5-8 years of experience supporting and implementing change planning or similar roles
  • History of successfully improving processes with methodologies, programs or frameworks that increased team performance.
  • Experience driving process improvements and managing processes.
  • Experience designing programs that are measurable and drive measurable outcomes. 
  • Thoroughly understands the challenges an organization faces when implementing a new technology and how to help them manage change
  • Familiar with general project processes and tools; Confluence, JIRA, Asana, GSuite and/or MSFT Office
  • Experience with technical customer service organization, preferably in a SaaS or B2B environment going through global scaling of operations
  • Ability to lead through influence and build trust across Support
  • Strong listening skills; open to input from other team members and departments
  • Ability to maintain a positive attitude and calm demeanor, especially in escalated circumstances
  • Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
  • Enjoys “getting their hands dirty” by digging into complex operations and executing larger programs as neededAble to manage a dynamic and growing requirements with limited guidance, and prioritize competing needs with good reasoning and creative solutions
  • Demonstrated excellent written and verbal communication skills
  • Background in building and executing with stakeholders, organizational system and tooling roadmap. 
  • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion.

Preferred Qualifications

  • Demonstrated experience with full program lifecycle ownership, from development to launch to continuous improvement.
  • Experience mentoring and leading others
  • Experience with the technologies we use, including Zendesk, Tableau, and SalesforcePMP, Scrum Master, or similar certifications

Why You’ll Love It Here


• Generous medical, dental, and vision coverage for full-time employees and their dependents

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings (or virtual events these days!) because we play just as hard as we work

• 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

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, 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

• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)

• 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

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Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

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