Support Operations Program Manager

The Team:

As the Support Operations Manager within the Customer Support organization, you will play a pivotal role in driving programs that enhance the performance of the support organization, ultimately leading to higher customer satisfaction.

This role involves working side by side with a Continuous Service Improvement (CSI) Manager, who will identify key areas for improvement across the organization, and a Project Manager, who will oversee the execution of initiatives. You will have the opportunity to contribute to various areas and tools within the support organization, making this a dynamic and interdisciplinary role.

The Role:

Combining project management, analytical, and operational skills with process improvement practices, you will manage end-to-end programs, collaborating with internal and external stakeholders to ensure successful delivery. Building strong, cross-functional relationships will be critical to your success, as will your ability to adapt and complete hands-on tasks required to run and deliver these programs effectively.

The work you’ll do:

Training

• Collaborate with Customer Support Leadership and the CSI Manager to identify and prioritize training needs, focusing on product knowledge, tool proficiency, and essential soft skills.
• Leverage internal resources, such as domain experts and experienced team members, to deliver impactful and practical training sessions.
• Ensure training content is captured for future use by partnering with the Academy team to develop self-paced modules, creating relevant knowledge resources, and maintaining accessibility for ongoing learning.
• Monitor progress and performance, ensuring all team members complete the required training and demonstrate measurable improvement in their skills. 

Enablement

• Empowers engineers with the resources, tools, processes, and ongoing support needed to perform their roles effectively and efficiently.
• Partner with Customer Support Leadership, the CSI Manager, and Project Manager to identify gaps in resources, tools, and processes that impact team performance.
• Ensure team members have access to the tools, systems, and resources necessary to perform their roles efficiently and effectively.
• Facilitate the creation, organization, and maintenance of knowledge to support real-time problem-solving and continuous learning.
• Develop and implement strategies for integrating tools and workflows that streamline operations and reduce friction in daily tasks.

Knowledge & AI

• Facilitate training sessions and create resources to help engineers effectively leverage the AI tool for knowledge retrieval and case resolution.
• Monitor the AI tool’s performance, gathering feedback from engineers to identify improvement opportunities and drive updates or refinements.
• Ensure the L2’s are following the process to ensure the AI tool’s recommendations remain accurate, relevant, and up-to-date and that relevant responses are captured in the knowledgebase.
• Lead and manage the KCS Coaching Program, ensuring coaching sessions are consistently conducted, managers are informed and aligned with coaching activities, and engineers receive the guidance needed to adopt KCS practices, improve knowledge quality, and foster a culture of continuous learning and collaboration

Product Launch Process 

• Coordinate communication and rollout of changes to ensure the team is fully informed, trained, and prepared to adopt new tools, processes, or enhancements.
• Collaborate with subject matter experts (SMEs) to evaluate proposed changes, ensuring they align with end-to-end processes and do not disrupt existing workflows.
• Serve as the liaison between technical teams and the support organization, translating system updates and enablement needs into actionable steps for the team.
• Monitor and track the success of implemented changes, gathering feedback and adjusting enablement strategies as necessary to improve adoption and effectiveness.
• Develop resources and documentation to support the team’s transition to new systems or processes, including FAQs, quick-start guides, and internal knowledge articles.

The qualifications you need:

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field.
• Proven experience in either IT Service Management or Customer Support with a focus on service improvement.
• Strong understanding of ITIL or support processes in a technology-related environment
• Strong understanding of the KCS Knowledge Management Methodology, with KCS Certification being a plus.
• Have knowledge of Project Management methodologies (Scrum, Agile, PMI, etc.)
• Excellent problem-solving skills, with the ability to identify and implement effective solutions.
• Strong communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.
• Strong leadership and project management skills, with the ability to lead and manage complex service improvement initiatives.
• Proven ability to influence without authority across a services team
• Knowledge of Salesforce Service Cloud, Jira Service Management, Support Logics, Celonis EMS, Datadog, OpsGenie, Slack and application integrations.