Support Readiness & Launch Manager

Embedded Shishya; San Francisco, New York, Portland (CA, NY, OR); Hybrid; USD 122,000 - 152,000; Full time

Job summary

Embedded Shishya in San Francisco is seeking an Operations Readiness Program Manager to operationalize and continuously improve the systems that keep Customer Support aligned through change. You will partner across Support, Product, Risk, Engineering, and Enablement to ensure launches, tooling updates, and workflow changes are implemented thoughtfully.

You’ll drive readiness planning, track dependencies, and maintain a centralized roadmap while elevating risks and enabling scalable adoption of

Qualifications

• 3-5 years in operations readiness or related roles within SaaS/fintech.
• Experience coordinating cross-functional initiatives across teams.
• Strong ability to prioritize competing work in fast-moving environments.
• Proven skills in documenting and improving operational processes.
• Excellent written and verbal communication for diverse audiences.

Responsibilities

• Coordinate readiness activities across customer support for launches and tooling updates.
• Partner with Support, Product, Risk, Engineering, and Enablement to align requirements early.
• Own recurring readiness motions and communications for Customer Support.
• Maintain centralized roadmap of upcoming initiatives and dependencies.
• Lead readiness planning for product launches, workflows, and tooling updates.
• Ensure readiness deliverables are completed on time and escalate risks.
• Review change requests for operational risks and launch readiness.
• Establish timelines and coordinate with Systems Administrators and partners.
• Improve processes for intake, tracking, and launch coordination as the company scales.
• Track launch outcomes and opportunities for improvements.
• Collaborate with Learning & Development to create enablement materials.
• Evaluate effectiveness and iterate on processes and tools.

Skills

Cross-functional coordination

Operational prioritization

Communication skills

Stakeholder management

Process improvement

Documentation

Attention to detail

Ambiguity tolerance

Ownership and accountability

Tools

Zendesk

Linear

Salesforce

Google Sheets

SQL

Job description

Embedded Shishya in San Francisco is seeking an Operations Readiness Program Manager to operationalize and continuously improve the systems that keep Customer Support aligned through change. You will partner across Support, Product, Risk, Engineering, and Enablement to ensure launches, tooling updates, and workflow changes are implemented thoughtfully.

You’ll drive readiness planning, track dependencies, and maintain a centralized roadmap while elevating risks and enabling scalable adoption of