Transformation Manager, Technical Support (East Coast)

sentinellabs; United States; Remote; USD 132,000 - 150,000; Full time

Benefits offered by this job

Equity awards

Flexible paid time off

Parental leave

Medical/Dental/Vision coverage

401(k) match

Home office support

Job summary

Sentinellabs is seeking a Transformation Manager to own end-to-end global customer support transformation initiatives and related strategic programs across AI, automation, knowledge management, and operating-model changes.

The role partners with Customer Strategy and Operations leadership and collaborates across regional teams to implement new delivery models with strategic service partners, while establishing governance and tracking measurable outcomes.

Qualifications

• Significant experience leading large-scale customer support or CX transformation programs end to end.

Responsibilities

• Own the Support transformation plan, translating strategy into workstreams, milestones, owners, dependencies, success measures, and implementation roadmaps.
• Serve as central program owner across AI and automation, BPO, knowledge management, self-service and deflection, tooling, process optimization, specialization, and workforce efficiency.
• Manage strategic BPO relationships, including governance, performance management, capacity planning, service quality, and continuous improvement.
• Partner with Support and regional leaders to operationalize Partner-Led Support and new delivery models with strategic service partners.
• Establish transformation governance with operating reviews, executive updates, decision logs, risk management, dependencies, and clear accountability.
• Define and track business cases and measurable impact, including productivity, cost-to-serve, case deflection, resolution times, quality, automation, and partner performance.

Job description

Role overview

This Transformation Manager role owns the end-to-end execution of a global Technical Support transformation while supporting additional strategic initiatives across the broader Customer Experience organization. The position is less a traditional project management seat and more a central execution owner for a portfolio spanning AI, automation, BPO relationships, knowledge management, and operating-model changes. The role reports into Customer Strategy and Operations leadership and supports cross-functional work that reaches into functional and CCO-office priorities.

Responsibilities

• Own the Support transformation plan, translating strategy into workstreams, milestones, owners, dependencies, success measures, and implementation roadmaps.
• Serve as central program owner across initiatives including AI and automation, BPO, knowledge management, self-service and deflection, tooling, process optimization, specialization, and workforce efficiency.
• Manage strategic BPO relationships, including governance, performance management, capacity planning, service quality, and continuous improvement.
• Partner with Support and regional leaders to operationalize Partner-Led Support and new delivery models with strategic service partners.
• Establish transformation governance with operating reviews, executive updates, decision logs, risk management, dependencies, and clear accountability.
• Define and track business cases and measurable impact, including productivity, cost-to-serve, case deflection, resolution times, quality, automation, and partner performance.

Requirements

• Significant experience leading large-scale customer support or CX transformation programs end to end.
• Demonstrated success operationalizing BPO and partner-led service delivery models.
• Cybersecurity, enterprise SaaS, or cloud technology experience with familiarity across support platforms, CRM, knowledge tools, AI support tooling, and workforce management systems.
• Background with transformation and program methodologies such as Lean, Six Sigma, Agile, or PMP.
• Experience combining consulting or internal strategy work with hands‑on operational execution.
• East Coast–based candidates are preferred to align with regional leadership and partner coverage.

Benefits and work setup

• The listed base salary range for this U.S. role is $132,000–$150,000 USD, with location-based variations.
• Standard benefits include equity awards, flexible paid time off, parental leave, medical/dental/vision coverage, 401(k) match, and home office support.