Customer Support Readiness & Launch Program Lead

United States Digital Space LLC; United States; Remote; USD 110,000 - 152,000; Full time

Job summary

United States Digital Space LLC is seeking an Operations Readiness Program Manager to operationalize and continuously improve systems that keep Customer Support aligned through constant change. You will drive readiness planning, dependency management, and post-launch analysis, partnering with Support, Product, Risk, Engineering, and Enablement to ensure smooth launches and updates.

The role focuses on coordinating cross-functional initiatives, owning communications, and maintaining a centralized

Qualifications

• Experience coordinating cross-functional initiatives across multiple teams.
• Ability to prioritize competing operational work in fast-moving environments.
• Proven track record in improving processes and documentation.

Responsibilities

• Coordinate operational readiness activities across customer support initiatives, ensuring launches, tooling changes, and process updates are implemented smoothly.
• Partner cross-functionally with Support, Product, Risk, Engineering, and Enablement teams to align on operational requirements early and reduce downstream support friction.
• Own recurring operational readiness motions and communications for Customer Support, including weekly change updates, launch coordination, and stakeholder alignment across support impacting initiatives.
• Maintain the centralized roadmap of upcoming customer support impacting initiatives and help stakeholders understand dependencies and readiness needs.
• Lead readiness planning for new product launches, workflow changes, and tooling updates, ensuring support teams are prepared with the right documentation, processes, training, and internal knowledge resources.
• Review customer support impacting change requests, identify operational risks and support implications, and partner with stakeholders to improve launch readiness and post-launch outcomes.
• Establish timelines, track dependencies, and coordinate implementation requirements with Systems Administrators and technical partners to support successful operational rollouts.
• Improve operational processes for intake, implementation tracking, and launch coordination as the organization scales.
• Track launch outcomes, adoption, and support impact to identify opportunities for future improvements.
• Partner with Learning & Development to create scalable enablement materials that support successful adoption of new tools, workflows, and operational changes.

Skills

Cross-functional coordination

Prioritization

Documentation

Operational change management

Communication

Ownership

Stakeholder management

Tools

Zendesk

Linear

Salesforce

Google Sheets

SQL

Job description

United States Digital Space LLC is seeking an Operations Readiness Program Manager to operationalize and continuously improve systems that keep Customer Support aligned through constant change. You will drive readiness planning, dependency management, and post-launch analysis, partnering with Support, Product, Risk, Engineering, and Enablement to ensure smooth launches and updates.

The role focuses on coordinating cross-functional initiatives, owning communications, and maintaining a centralized