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# 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:** October 23, 2026
- **Apply:** https://www.businessworkforce.com/job.asp?id=3466587419&tx=KK3333FFF&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54

## 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.