Support Operations Program Manager (SaaS)

**Please note: This role requires 2-7 years of direct experience in Support Operations within a SaaS company; including ownership of support process improvements, cross-functional projects, and operational workflows. Must have experience as a Program Manager / end to end Customer Support., Our client is seeking a Support Strategist / Support Operations Program Manager to join their Scaled Support Operations team. This person will support strategic operational initiatives that improve customer support performance, scalability, and the end-to-end customer experience for a SaaS-based platform. This role is ideal for someone who has strong experience owning projects from start to finish, improving support operations, building workflows, using data to drive decisions, and leveraging AI/automation to improve processes. The team is looking for someone who can step in quickly, independently own projects, and work across multiple teams to improve operational systems and customer support processes. About the Role Responsibilities

• Lead strategic support operations projects from start to finish, including planning, stakeholder alignment, execution, rollout, and follow-up
• Own and operationalize initiatives that improve customer support processes, team scalability, and customer satisfaction
• Partner cross-functionally with Product, Engineering, Marketing, Sales, and Customer Success teams to execute support-related initiatives
• Create workflows, process documentation, operational playbooks, and support documentation for new programs
• Analyze support operations data to identify trends, perform root cause analysis, and recommend improvements
• Translate data insights into actionable programs and process changes
• Optimize workflows and systems used by the support organization
• Build and improve internal operational tooling that supports support teams
• Improve the end-to-end customer journey by driving strategic support enhancements
• Support outsourced/global support team initiatives and collaborate with leadership teams
• Help drive operational improvements related to scalability, customer satisfaction, and support efficiency
• Contribute to process automation initiatives using AI tools, prompt design, or workflow automation tools
• Improve support team productivity by implementing tools or processes that streamline day-to-day operations

Do you have experience in Workflow management (operations management method)?, * 2-7 years of direct experience in Support Operations within a SaaS company (not general customer service), including ownership of support process improvements, cross-functional projects, and operational workflows

• Must have experience working for a SaaS company
• Experience supporting SaaS products directly
• Experience owning projects end-to-end, including: project planning, stakeholder management, execution, rollout, and tracking outcomes/results
• Requires strong hands-on experience using Salesforce, including workflows, objects, reporting, and operational process improvements
• Experience using Jira or similar project management systems such as Asana, ClickUp, or comparable tools
• Must understand how to use project management systems to manage and track operational initiatives
• Strong analytical background with the ability to: identify trends, analyze operational data, perform root cause analysis, and translate findings into business actions
• Experience improving KPIs such as: CSAT, SLA adherence, resolution times, efficiency metrics, and cost improvements
• Requires strong understanding how to use AI beyond simple prompting, including: prompt design, workflow enhancement, automation, and process optimization
• Experience applying AI or automation tools to improve workflows, increase efficiency, and support operations in a business environment
• Comfortable managing multiple projects in a fast-paced environment
• Strong communication skills and ability to work cross-functionally across multiple departments
• Bonus: Experience supporting a global customer base
• Bonus: Experience building dashboards or reporting in tools such as Looker
• Bonus: Proven track record of improving KPIs (CSAT, SLA adherence, resolution time, cost efficiency)

Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance, * “I led this project from start to finish.”
• “I built this process.”
• “I improved this workflow.”
• “I used Salesforce and automation to improve operations.”
• “I used AI to streamline part of our team’s process.”
• “I analyzed support data and identified where we needed to improve.”

TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Founded in 2012 by two Stanford University professors, our client’s mission is to provide anyone, anywhere access to world-class learning. Today, the company is a leading global online learning platform serving millions of learners and thousands of institutions worldwide.