Senior Customer Support Operations Readiness Program Manager
$1,314,000–$1,642,800 year
On-siteSan Francisco, California, United States
Job Summary
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, including weekly change updates and launch coordination, while maintaining a centralized roadmap of upcoming initiatives. Lead readiness planning for new product launches, workflow changes, and tooling updates, ensuring support teams are prepared with documentation, processes, training, and internal knowledge resources. 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. Evaluate the effectiveness of operational readiness initiatives and iterate on processes, tooling, and communication strategies based on stakeholder feedback and business needs. Partner with Learning & Development to create scalable enablement materials that support successful adoption of new tools, workflows, and operational changes.
Required Qualifications
- 3-5 years of experience in operations readiness, support operations, enablement, program management, or similar operational roles within SaaS, fintech, or technology environments
- Experience coordinating cross-functional initiatives across multiple teams
- Demonstrated judgment in prioritizing competing operational work and making thoughtful tradeoffs in fast-moving environments
- Experience improving operational processes and documentation
- Exceptional prioritization and organizational skills, with a track record of balancing multiple complex initiatives while maintaining a high quality execution bar
- Strong written and verbal communication skills, with the ability to distill operational complexity into clear, actionable updates for a wide range of audiences
- Experience leading operational change initiatives, including launch readiness, process adoption, workflow implementation, or support enablement
- A high degree of ownership and bias toward action, paired with strong attention to detail and operational quality
- Comfort operating in ambiguous environments where priorities, systems, and processes continue to evolve over time
- Strong collaborative instincts and the ability to build trust across teams with different goals, timelines, and working styles
Desired Qualifications
- Experience coordinating product launches, tooling rollouts, or operational changes that required alignment across multiple teams
- A track record of improving operational workflows, documentation, or team processes to reduce friction and increase consistency
- Experience partnering with Product, Engineering, Customer Support, Enablement, or Operations teams to successfully implement new initiatives
- Strong organizational instincts, with the ability to manage multiple initiatives, identify risks, and keep stakeholders aligned without losing attention to detail
- Experience creating or maintaining internal documentation, knowledge resources, communication plans, or enablement materials that support successful change adoption
- Familiarity with tools like Zendesk, Linear, Salesforce, or similar operational workflow platforms
- Experience using data to evaluate operational performance, measure launch outcomes, or identify process improvements, including proficiency with Google Sheets, SQL, or similar tools
- A habit of bringing structure to ambiguity, identifying opportunities to improve existing processes, and helping teams execute change with clarity and confidence
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