The Role

The Support Programs and Operations Manager will lead the stellar performance of Outreach’s Support Programs and Operations team.

You will have a significant impact at Outreach by owning support programs and operations from end-to-end. You will successfully lead matrixed teams to influence the efficiency of the support department and to maximize its impact to our customers and internal stakeholders. You will help drive exceptional customer experience and adoption, create operational efficiency, and ensure an encouraging and motivational environment that attracts and retains top talent.

About The Team

When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company - we are here to make our customers successful.” The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. We're one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team - our customers' pain is our pain and their win is our win.

Your Daily Adventures Will Include

• Leading and managing the Support Program and Operations team, including managing a high performing team and overseeing a portfolio of support programs
• Scoping and delivering support programs from end-to-end, including change management
• Defining the operating structure and processes to implement annual support strategies
• Evaluating existing and proposed support programs and services for alignment with business and strategic goals, including the identification of key support programs needed to further strategic goals
• Building the strategy for scaling support and operations, driving the development of new standards
• Overseeing operational initiatives for the support team from start to finish – including creating a budget, identifying timelines, managing resources, delivering communication, aligning stakeholders, testing ideas, and executing and measuring results
• Achieving a balance between driving ideas forward quickly, while keeping stakeholders updated and identifying new opportunities for improvement
• Utilizing an in-depth understanding of Outreach’s products, business models and customer use-cases
• Developing, managing and delivering useful reporting metrics (KPIs, performance, trends, dashboard, etc)
• Driving continuous improvement by collaborating with stakeholders to enhance business performance and achieve established goals
• Clearly communicating goals, roles, responsibilities, and desired outcomes
• Managing multiple internal and external, cross functional and remote stakeholders
• Developing change processes associated with program rollout and ongoing support
• Tracking delivery against program objectives and implementing proposals to improve program services and efficiencies

Qualifications

• 5+ years of experience managing programs in a Program Management Office (PMO), Customer Service or Technical Support environment
• Bachelor’s degree or deep, relevant equivalent experience
• Demonstrate customer obsession and excellent stakeholder expectation management
• Ability to identify, oversee, and manage multiple support programs and deliverables concurrently with a high level of quality and attention to detail
• Ability to attract, retain and develop a high-performing team of direct reports
• Strong written and verbal communication and presentation skills, as well as the ability to persuade, inspire, and motivate others.
• Ability to work with different stakeholders at varying levels to drive change by working collaboratively and providing leadership that drives results
• Previous experience and success at leading cross functional programs and proven ability to influence and lead without direct management authority
• Comfortable challenging the status quo and questioning existing practices
• Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
• Able to synthesize data and analytics to formulate sound program objectives and goals
• Proven ability to manage ambiguity, and a preparedness to take on what is necessary to get things done
• 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

You have experience with the technologies we use, including:

• Outreach
• Gmail
• Jira
• Zendesk
• Salesforce
• Exchange
• Slack
• Tableau

Preferred Qualifications

• Relevant experience in a high-growth startup technology company strongly preferred
• Previous people management experience in technical support, operations, or a project/program management environment
• SaaS experience
• Project management certification
• Experience with project management tools
• Masters degree

Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees

• Unlimited PTO (and people actually use it!)

• 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 because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)

• 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