Program Manager, Support Operations at Outreach

| Seattle
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Our success is dependent on building teams that include people from different backgrounds and experiences who can challenge each other’s assumptions with fresh perspectives. To that end, we look for a diverse pool of applicants including those from historically marginalized groups — women, people with disabilities, people of color, people who are lesbian, gay, bisexual, transgender, and/or gender nonconforming, first and second generation immigrants, veterans, and people from different socioeconomic backgrounds.

The Role
The Program Manager will be responsible for understanding how the Outreach product impacts our customers. You will act as a liaison between the customer, customer facing teams, and the Outreach Product and Engineering organization. In the day-to-day you will drive technical programs related to optimizing processes, prepare plans to support new products and features and drive change through customer feedback and insights. You are a self-starter with a strong sense of customer empathy and urgency. You are organized, appreciate improving processes and communicate in a clear and concise manner both verbally and in writing.

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:

  • Drives change through new technical program creation and maintenance such as incident response process and procedure, SME program, support ticket and account escalation flows
  • Partner with Engineering and Product Operations to develop and maintain key programs, track progress, handle cross team dependencies and collaborate to distribute communications related to our Success and Product/Engineering relationship
  • Partner with the Product Marketing and Product Management teams to prepare plans to support new and updated Outreach products and features
  • Create new playbooks for Support related to common situations encountered by the teams
  • Partner with Support, Engineering, and Product to represent the Customer Experience to drive enhancement requests that influence the overall product roadmap
  • Prepare program plans to drive changes to internal tools and processes
  • Deliver monthly insights on process improvements and program insights 
  • Drive overall program enhancement to improve trend recognition and insights with reporting 
  • Partner with the Analytics team to create and manage dashboards and insights related to incident response, bugs, and escalations
  • 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

Basic Qualifications

  • 5 years of experience in Customer Success or Operations in a tech, SaaS environment
  • Proven track record of successfully implementing and maintaining new programs 
  • Demonstrated ability to manage multiple, simultaneous, cross-functional work streams
  • Experience working directly with Product and Engineering teams 
  • Understanding of product life cycle and release schedules
  • Enjoys “getting their hands dirty” by digging into complex operations and executing larger programs as needed
  • Immense passion about customer success and satisfaction
  • Demonstrated understanding of Customer Success function and KPIs
  • Strong relationship building skills excelling in effective and persuasive presentation of concepts across many communication settings
  • Knowledge of Sales Processes such as Lead Generation, Pipeline Management and KPIs
  • Strong negotiation and conflict management skills: you know how to work with individuals with differing priorities and you can persuade them to work towards a common goal
  • Ability to summarize complex technical problems and communicate to Product and Engineering, executives and customers clearly and concisely
  • Bachelor’s degree or deep relevant equivalent experience

Preferred Qualifications

  • Technical understanding of the Outreach platform, features, and company structure 
  • Demonstrated experience with full program lifecycle ownership, from development to launch to continuous improvement
  • Experience with the technologies we use, including Zendesk, Tableau, and Salesforce

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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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • Elixir Languages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

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

What are Outreach Perks + Benefits

Outreach Benefits Overview

At Outreach, we believe in taking care of our employees as whole people, and our benefits and perks reflect that value. We offer benefits and perks such as flexible time off, a 401k to help save for the future, employee resource groups, and Diversity, Equity, and Inclusion trainings. Our wellness benefits include a generous medical, dental, and vision package for full-time employees and their dependents, access to our EAP (Employee Assistance Program), mental health supports, and FSA and DCFSA options. For new parents, we offer 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.

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Outreach's leadership team is highly diverse, reflects our commitment to diversity and inclusion, and is focused on continuous improvement of our DEI initiatives.
Unconscious bias training
We offer DEI trainings to help facilitate understanding of issues surrounding equity and inclusion, including unconscious bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups such as Outreach Womxn's Network (OWN) and others that exist to support employees from underrepresented populations are supported from the top down at Outreach.
Hiring Practices that Promote Diversity
Outreach provides training to encourage diverse hiring and the Recruiting Team is constantly searching for innovative ways to reach a diverse population of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Wellness Programs
Outreach's EAP (Employee Assistance Program) offers free, confidential counseling, 24-hour crisis telephone counseling, addiction support, etc.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Outreach provides flexible start and end times, as well as flexible Friday schedules.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
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