> Markdown version of [/jobs/ext/1409759-senior-program-manager-product-support-strategy-operations-26-11709](https://www.wearedevelopers.com/jobs/ext/1409759-senior-program-manager-product-support-strategy-operations-26-11709). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Program Manager - Product Support Strategy & Operations- #26-11709 - **Company:** US Tech Solutions, Inc. - **Location:** Boulder, CO, United States - **Experience:** Expert - **Salary:** $275,392.0 - $321,235.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Data Analysis, Data Analytics, Tools for Reporting - **Published:** July 23, 2026 - **Apply:** https://dejobs.org/x/x/696813C5E341430284D25730D6A97574/job/ ## About the Role The ideal candidate will bring strong experience in user support operations within tech organizations, exceptional cross-functional collaboration skills, and a data-driven approach to identifying and resolving user pain points. Experience working within large-scale technology ecosystems, particularly at Google, is highly preferred., * 5+ years of experience in Program Management, Product Support Operations, Customer Experience, or related functions within technology organizations. * Hands-on experience supporting product launches and managing support readiness across multiple customer channels. * Strong experience analyzing user feedback, identifying issues, and driving operational improvements. * Proficiency with analytics, reporting tools, and AI-enabled workflows for support operations and insights generation. * Excellent written and verbal communication skills, including executive-level presentations and stakeholder management. * Ability to work independently in fast-paced, ambiguous environments while collaborating effectively across global teams. * Strong problem-solving, prioritization, and organizational skills., * Prior experience working at or supporting Google environments/products. * Experience working with Help Center platforms, community support ecosystems, and in-product feedback tools. * Familiarity with support operations, content strategy, and cross-functional product operations. * Experience leveraging AI tools and automation to improve support workflows and operational efficiency. ## Description We are seeking an experienced Senior Program Manager to drive product support strategy, launch readiness, user insights, and operational excellence for a fast-paced technology organization. This role sits at the intersection of Product, Support, Operations, Analytics, and User Experience, ensuring seamless product launches and continuous improvements across customer support channels., Launch Management & Readiness * Lead end-to-end launch readiness activities across multiple support channels including Help Center, Community Forums, Social, and In-Product Feedback systems. * Partner closely with Product Managers, Engineers, UX Researchers, Legal, and other product stakeholders to understand launch timelines, feature details, and user impact. * Coordinate with cross-functional support teams including Content, Tools, Analytics, and Operations teams to ensure successful product launches. * Conduct post-launch monitoring to identify emerging issues, escalate risks, and triage bugs to appropriate teams for resolution. User Voice & Experience Insights * Analyze user feedback from multiple channels including in-product feedback, support forums, community discussions, and social platforms to identify trends, bugs, and friction points. * Translate user feedback into actionable insights that support data-driven decision-making and improve the overall user experience. * Identify and prioritize support and experience improvements across customer-facing support channels. * Advocate for product and process enhancements that proactively reduce user issues and improve self-service experiences. Metrics Reporting & Operational Analysis * Gather, track, and report operational and support performance metrics on a recurring cadence. * Investigate performance anomalies, identify root causes, and drive restoration plans in partnership with cross-functional teams. * Leverage analytics tools, dashboards, and AI-enabled capabilities to uncover insights and improve operational efficiency. User Escalation Management * Investigate, manage, and resolve user escalations in a timely and customer-focused manner. * Monitor escalation trends and partner with relevant teams to implement preventative solutions. * Use escalation insights to improve Help Center content, workflows, and support experiences to increase user self-service success. ## Related Videos - [HR Tech: An Essential Ingredient for Tech-Driven Business Transformation](https://www.wearedevelopers.com/videos/1482-hr-tech-an-essential-ingredient-for-tech-driven-business-transformation) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [Minimising the Carbon Footprint of Workloads](https://www.wearedevelopers.com/videos/1198-minimising-the-carbon-footprint-of-workloads) - [PySpark - Combining Machine Learning & Big Data](https://www.wearedevelopers.com/videos/44-pyspark-combining-machine-learning-big-data) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [The Innovation Formula: Fast Prototyping, Data Analysis, and Real User Insights](https://www.wearedevelopers.com/videos/1421-the-innovation-formula-fast-prototyping-data-analysis-and-real-user-insights) ## Related Articles - [Got AI ideas but no money? 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