Job Summary

Join our global Customer Support Delivery (CSD) team as a Senior Manager of Business Operations and Programs. You possess a solid background in business operations and program management, with extensive knowledge of customer support processes and a passion for enhancing customer experience. You excel at strategic thinking and driving operational excellence to ensure flawless execution globally, leading a team of 8-12 members responsible for service readiness, regional support, and program management, and collaborating with colleagues worldwide, from executives to individual contributors. In this dynamic role, expect to constantly challenge yourself and enhance the organization's operations.

You enjoy working with people and thrive in cross-functional collaboration. Establishing standards, consistency, and automation comes naturally to you, backed by a talent for bringing the organization to life. You are always looking to improve existing processes and seek to leave your unique mark on programs to enrich the customer experience and boost efficiency. You are proactive and take initiative rather than waiting for things to happen.

• Oversee the day-to-day operations of the customer support organization, ensuring efficiency and effectiveness in service delivery.
• Develop and implement operational policies, procedures, and best practices to enhance productivity and customer satisfaction.
• Use technology and AI to make work faster and better. Track important numbers to see how well things are going and ultimately improve overall performance.

• Lead and manage key programs and initiatives aimed at improving customer support processes and outcomes.
• Coordinate cross-functional teams to ensure successful program execution, meeting deadlines, and achieving goals including holding project reviews, monthly and quarterly business reviews
• Identify opportunities for program enhancements and drive continuous improvement efforts.

• Collaborate with senior leadership to develop and execute strategic plans for the customer support organization.
• Analyze market trends, customer feedback, and industry best practices to inform strategic decision-making.
• Provide insights and recommendations to drive growth and innovation in customer support services.

• Build and lead a high-performing team of business operations and program management professionals.
• Foster a culture of collaboration, accountability, and continuous learning within the team.
• Provide coaching, mentorship, and professional development opportunities to team members.

• Act as a key liaison between the customer support organization and other departments within Customer Success, Product Teams and other supporting functions.
• Communicate effectively with stakeholders at all levels to ensure alignment and support for operational and program initiatives.
• Represent the customer support organization in internal and external meetings, presentations, and forums.

• Bachelor's degree in business administration, Operations Management, Engineering or a related field preferred. MBA or advanced degree is a plus.
• 8+ years of experience in business operations, program management, or a similar role performing several of the functions as outlined above, preferably in a customer support or service environment
• 4+ years directly managing people
• 5+ years leading large and complex cross-functional projects with proven track record of driving multiple, critical projects and process improvements with tangible outcomes.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent leadership and team management abilities.
• Exceptional interpersonal and communications skills including preparing executive and delivering multi-channel organizational communications
• Proficiency in using project management tools and operational practices, PMO and leading teams responsible for project management
• A willingness to work before and after traditional work hours as needed, to support US and global team members and stakeholders in EMEA and APAC.