Senior Customer Support Operations Readiness Program Manager

This is a fully remote position, open to applicants in United States, +4 more locations.

📋 Description

• Oversee operational readiness efforts across customer support initiatives, ensuring that launches, tooling modifications, and process updates are executed seamlessly.

• Collaborate with Support, Product, Risk, Engineering, and Enablement teams to align on operational needs early in the process, minimizing downstream support challenges.

• Manage recurring operational readiness activities and communications for Customer Support, including weekly change updates, launch coordination, and stakeholder alignment for support-related initiatives.

• Maintain a centralized roadmap for upcoming customer support initiatives, assisting stakeholders in understanding dependencies and readiness requirements.

• Direct readiness planning for new product launches, workflow alterations, and tooling updates, ensuring support teams are equipped with the necessary documentation, processes, training, and internal knowledge resources.

• Collaborate with cross-functional partners to ensure timely completion of readiness deliverables and escalate risks when necessary.

• Review requests for changes impacting customer support, identify operational risks and implications for support, and enhance launch readiness and post-launch results.

• Establish timelines, monitor dependencies, and coordinate implementation requirements with Systems Administrators and technical partners.

• Enhance operational processes for intake, implementation tracking, and launch coordination as the organization grows.

• Monitor launch results, adoption rates, and support impact to pinpoint areas for future enhancement.

• Work with Learning & Development to develop scalable enablement materials for new tools, workflows, and operational changes.

• Assess operational readiness initiatives and refine processes, tools, and communication strategies based on feedback and business requirements.

⛳️ Requirements

• 3–5 years of experience in operational readiness, support operations, enablement, program management, or related operational roles within SaaS, fintech, or technology sectors.

• Proven experience in coordinating cross-functional initiatives across various teams.

• Demonstrated ability to prioritize competing operational tasks and make informed trade-offs in fast-paced environments.

• Experience in enhancing operational processes and documentation.

• Exceptional prioritization and organizational abilities while managing multiple complex initiatives.

• Strong written and verbal communication skills to translate operational complexities into clear, actionable updates.

• Experience in leading operational change initiatives, including launch readiness, process adoption, workflow implementation, or support enablement.

• High level of ownership, proactive mindset, attention to detail, and commitment to operational quality.

• Comfort working in ambiguous and dynamic environments.

• Ability to build trust among teams with differing goals, timelines, and working styles.

🏝️ Benefits

• Base salary

• Equity (stock options/RSUs)

• Benefits

• Competitive salary and equity ranges

• Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs