Senior Customer Support Readiness Lead

Rozgoo; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Rozgoo is seeking an Operations Readiness Program Manager to coordinate and operationalize the systems that keep Customer Support aligned, prepared, and informed through constant change. You will partner across Support, Product, Risk, Engineering, and Enablement to launch tooling updates, process changes, and impactful initiatives with clarity and confidence.

The role focuses on readiness planning, dependency management, and post-launch analysis to continuously improve operational rhythms and

Qualifications

• Experience coordinating complex cross-functional programs.
• Ability to drive operational readiness motions and communications.
• Strong written and verbal communication with stakeholders across support, product, risk, engineering, and enablement.

Responsibilities

• Coordinate operational readiness activities across customer support impacting 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.
• Partner with cross-functional stakeholders to ensure readiness deliverables are completed on time and elevate risks when needed.
• Review customer support impacting change requests, identify operational risks and support implications, and partner with stakeholders to improve launch readiness and post-launch outcomes.

Skills

Cross-functional coordination

Program management

Stakeholder management

Job description

Rozgoo is seeking an Operations Readiness Program Manager to coordinate and operationalize the systems that keep Customer Support aligned, prepared, and informed through constant change. You will partner across Support, Product, Risk, Engineering, and Enablement to launch tooling updates, process changes, and impactful initiatives with clarity and confidence.

The role focuses on readiness planning, dependency management, and post-launch analysis to continuously improve operational rhythms and