Senior Manager, Customer Support Strategy & Operations

Okta; Toronto; On-site; CAD 100,000 - 130,000; Full time

Job summary

A leading company in identity solutions is seeking a Senior Manager for Customer Support Strategy & Operations in Toronto. The role involves leading a team to enhance operational efficiency and developing strategic processes to support customer engagement and service quality. Ideal candidates will possess extensive experience in customer support operations and demonstrate strong leadership capabilities.

Benefits

Amazing Benefits

Making Social Impact

Developing Talent

Fostering Connection + Community

Qualifications

• 5+ years in internal customer support operations.
• Experience in team management and leadership.
• 3+ years with Salesforce Service Cloud.

Responsibilities

• Lead a team of business system analysts.
• Oversee design and implementation of customer support processes.
• Manage system issues and ensure business continuity.

Skills

Communication

Leadership

Project Management

Collaboration

Adaptability

Education

Bachelor's degree in Business Administration or Information Technology

Tools

Salesforce Service Cloud

Jira

Asana

Confluence

Zapier

Job description

Senior Manager, Customer Support Strategy & Operations

Join to apply for the Senior Manager, Customer Support Strategy & Operations role at Okta

Senior Manager, Customer Support Strategy & Operations

Join to apply for the Senior Manager, Customer Support Strategy & Operations role at Okta

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Get to know Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology, anywhere, on any device or app. Our flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core of business security and growth.

Get to know Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology, anywhere, on any device or app. Our flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.

Join our team! We’re building a world where Identity belongs to you.

The Business Technology Team

The Business Technology (BT) team at Okta is the internal IT organization responsible for the technology infrastructure, applications, and services that empower Okta employees globally. We partner across the business to deliver solutions that drive productivity, collaboration, and innovation. Effective financial management and operational discipline are critical to our success in enabling Okta's rapid growth and ensuring we operate efficiently.

Senior Manager, Customer Support Strategy & Operations

The ideal candidate must be comfortable working with both highly technical and non-technical disciplines to ensure that program inputs and requirements are transformed into appropriate outputs and results. They should be able to identify, manage, and mitigate risks, and create repeatable processes allowing scale and leverage. This person must also have knowledge of internal Support and Services business processes and a desire to help build the internal infrastructure to enable an Enterprise Class service and support organization. We are looking for people who thrive in a fast paced, dynamic environment and can take something from idea to execution with ease.

As Senior Manager of the Customer Support Operations team, you'll be leading a team of Business Systems Analysts to maintain and scale the support technology systems. You’ll work cross-functionally with other teams and Executives to help the Business in making informed business technology/process decisions that allow support management to quickly and accurately respond to opportunities and be able to take actions. You’ll be involved from project inception to design through to project delivery, ensuring that the business requirements are clearly documented and implemented delivering high-quality and relevant customer experiences.

What You’ll Be Doing

• Lead a team of business system analysts and managers to deliver outstanding support and enhance operational efficiency of the customer support business team.
• Oversee the design, implementation, and continuous improvement of customer support business processes and workflows that will reduce technical debt, gain efficiencies, and scale the business.
• Establish and nurture collaborative relationships with internal stakeholders across IT, Support, and various departments to foster a culture of teamwork and enhance productivity.
• Manage the run the internal business and system enhancement portfolio and facilitate the prioritization of work based on business strategy.
• Maintain and extend the use of Salesforce and other support technology systems through ongoing collaboration with the business and technology teams on business requirements.
• Support the creation and maintenance of system workflows to facilitate notifications.
• Manage system change communications and inform enablement plans.
• Manage production support systems issues, troubleshooting, and ensure business continuity.
• Ensure our systems are secure and include proper controls to mitigate against security threats.
  
  

What You’ll Bring To The Role

• Bachelor's degree in Business Administration or Information Technology
• Proven experience (5+ years) in internal customer support operations or a similar role, with a focus on strategy development, process optimization, and team leadership.
• 5+ years of experience in people management, including mentoring, coaching, and performance management.
• 3+ years of experience with Salesforce Service Cloud
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.
• Experience with Jira, Asana, Confluence, Zapier or similar tools.
• Demonstrated project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
• Strategic mindset with a passion for delivering exceptional customer experiences.
• Adaptability and resilience in a fast-paced and evolving environment.
  
  

What you can look forward to as a Full-Time Okta employee!

• Amazing Benefits
• Making Social Impact
• Developing Talent and Fostering Connection + Community at Okta
  
  

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Some roles may require travel to one of our office locations for in-person onboarding.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.

If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Computer and Network Security, Software Development, and IT Services and IT Consulting

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