Program Manager, Strategy Operations

As a Support Program Manager, you will lead strategic, cross-functional initiatives that improve the end-to-end customer experience. You will partner closely with Sales, QTO, OM, Billing, and Post Sales teams to identify opportunities, align stakeholders, improve processes, and deliver measurable outcomes.

Responsibilities

Own Support strategic programs from problem definition and business case development through implementation and measurement; Partner with Support, Sales, OM, Billing, and other cross functional teams to align goals, scope, milestones, dependencies, and decision rights; Identify customer journey pain points, operational gaps, and cross-functional friction that affect customer experience; Build program plans, governance routines, risk registers, success metrics, and executive-ready updates; Translate operational and customer data into insights, recommendations, and prioritized actions; Coordinate workstreams, resolve dependencies, and drive accountability across teams; Design scalable processes, documentation, tooling, and enablement that allow teams to operate consistently and independently; Track program outcomes and use feedback and data to refine solutions after launch

Requirements

5+ years of experience in program management, business operations, strategy, customer operations, or a related field; Proven experience leading complex, cross-functional initiatives with multiple stakeholders and dependencies; Strong customer-experience orientation and an ability to connect operational improvements to business outcomes; Excellent project planning, prioritization, risk management, and execution skills; Strong analytical ability, including experience defining metrics, analyzing data, and communicating insights; Ability to influence without authority and build trust across Sales, Operations, Finance, Billing, and Support teams; Excellent written and verbal communication, including executive-level storytelling and status reporting; Comfort operating in ambiguous, fast-paced environments and turning broad problems into actionable plans