Support Operations Program Manager - Technical Support

Swooped; United States; Remote; USD 100,000 - 152,000; Full time

Job summary

A leading company in Connected Operations is seeking a Support Operations Program Manager for Technical Support. This role focuses on enhancing customer experiences and operational excellence, requiring a leader with strong project management skills and the ability to work with diverse teams. Ideal candidates should possess over 8 years of experience and a relevant Bachelor's degree to drive meaningful impacts in industries that sustain our economy.

Benefits

Competitive total compensation package

Employee-led remote and flexible working

Health benefits

Qualifications

• 8+ years of experience in business operations or program management.
• Experience in root cause analysis and cross-functional teamwork.
• Flexibility to adapt to changing priorities.

Responsibilities

• Manage business processes & technology for the technical support ecosystem.
• Solve operational problems by collaborating with cross-functional teams.
• Generate insights by monitoring and analyzing core business metrics.

Skills

Analytical Skills

Project Management

Collaboration

Education

Bachelor's degree from 4-year accredited university

Job description

Support Operations Program Manager - Technical Support

Support Operations Program Manager - Technical Support

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Our client is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. The company is helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and they are excited to help digitally transform their operations at scale.

Working at the company means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as they build for the long term.

About the role:

The Operations Program Manager (OPM) for Technical Support will drive continuous improvement of customer experience and internal operational excellence within the Technical Support ecosystem at the company. The role sits at the intersection of strategic and tactical and will own the run-the-business processes and technology for the technical support ecosystem. The OPM will work closely with leaders and teams from Technical Support, Product Support Engineering, Product Management, R&D, and Business Technology to identify, prioritize, and execute critical operational projects.

The ideal candidate will have deep experience working with cross-functional teams to solve hard problems, a keen ability to scale operations through process and technology, and a passion for delivering exceptional customer experiences. Validated project management skills, strong business acumen, and the ability to lead cross-functional teams are required. The role reports to the Director of Global Support Operations & Strategy.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at the company. The company sets up their employees for success and have built a culture that encourages rapid career development, and countless opportunities to experiment and master your craft in a hyper-growth environment.
• You’re energized by the company's opportunity: The vision they have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for their customers.
• You want to be with the best: At the company, they win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

In this role, you will:

• Manage business processes & technology that underpin the technical support ecosystem across the business
• Solve complex operational problems by driving collaboration across cross-functional teams, including Technical Support, Product Support Engineering, Product Management, R&D, and Business Technology
• Generate insights and recommend action to leadership by monitoring and analyzing core business metrics
• Improve core business metrics, such as time to resolution, customer satisfaction, service quality & efficiency, and cost to serve, by developing and implementing action plans
• Champion, role model, and embed the company’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as they scale globally and across new offices

Minimum requirements for the role:

• Bachelor's degree from 4 year accredited university
• 8+ years of experience in business operations or program management
• Experience in root cause analysis, and partnering with internal subject matter experts (SMEs) to develop solutions, and driving cross-functional teams to deliver solutions
• Excellent analytical, communication, and project management skills
• Flexibility to adapt to changing priorities and work in a fast-paced environment
• Ability to zoom in to effectively drive multiple projects and zoom out to see the big picture and navigate change strategically

An ideal candidate also has:

• Continued learning in Engineering, Operations Management, or related field
• Previous experience leading high performing, technologically savvy teams
• Experience working in or with customer support in a complex SaaS environment
• Experience working w/ R&D organizations
• Six Sigma certification or equivalent experience in data-driven process improvement

Salary Range

$100,257.50—$151,650 USD

At the company, they welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. They depend on the unique approaches of their team members to help them solve complex problems and want to ensure that the company is a place where people from all backgrounds can make an impact.

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, charity fund, and much, much more.

Accommodations

The hiring company is an inclusive work environment, and they are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email or click here if you require any reasonable accommodations throughout the recruiting process.

Flexible Working

At the company, they embrace a flexible working model that caters to the diverse needs of their teams. Their offices are open for those who prefer to work in-person and they also support remote work where it aligns with their operational requirements. For certain positions, being close to one of their offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with their service regions. In these cases, the job description will clearly indicate any working location requirements. Their goal is to ensure that all members of their team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development, Customer Service, and General Business

• Industries

  Computer and Network Security and Technology, Information and Media

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