Transformation Manager, Technical Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the comprehensive Technical Support transformation strategy, converting it into actionable workstreams, milestones, responsibilities, dependencies, success metrics, and execution plans.

• Act as the primary program leader across AI and automation, BPO, knowledge management, self-service and deflection, tooling, process optimization, specialization, workforce efficiency, and operating model initiatives.

• Manage strategic relationships with BPO partners, overseeing governance, performance management, capacity planning, service quality, operational reviews, issue resolution, and ongoing enhancement.

• Collaborate with Support and regional leaders to develop and implement Partner-Led Support and new delivery models alongside strategic service partners.

• Set up transformation governance, provide executive updates, maintain decision logs, manage risks, track dependencies, ensure accountability, and deliver executive-level reports.

• Define and monitor business cases and evaluate measurable impacts on productivity, cost-to-serve, case deflection, backlog, resolution times, customer experience, quality, automation, and partner performance.

• Recognize operational friction and recurring failure points using Support data and convert insights into improvements in processes, tooling, automation, knowledge, or organizational structure.

• Collaborate with Technical Support, TAM, Public Sector, Engineering, Product, IT, Customer Experience, Finance, Procurement, and other teams for cross-functional execution.

• Assist Support leaders in implementing operating model changes while ensuring the continuity of customer operations and fostering adoption and change management.

• Provide support to the Head of Customer Strategy and Operations on cross-CX initiatives, including evaluation, decision-making, and implementing tooling, automation, and AI solutions.

⛳️ Requirements

• A minimum of 5 years’ experience in transformation, business operations, program management, Technical Support operations, Customer Experience operations, consulting, or a similar role.

• Proven experience in leading or co-leading operational transformation initiatives from strategy to execution, with at least one project at an enterprise scale.

• Familiarity with working within or closely with a global enterprise Technical Support or Customer Support organization.

• Strong program leadership capabilities with the skill to manage multiple interrelated workstreams, dependencies, risks, and stakeholders.

• Experience with BPO or outsourced service delivery models, encompassing vendor governance, performance management, SLAs and KPIs, quality, and continuous improvement.

• Solid understanding of contemporary Support operating models, including AI, automation, knowledge management, self-service, case deflection, workforce optimization, and digital support.

• Ability to detect operational issues through data analysis and translate them into actionable changes in processes, systems, and operating models.

• Financial and operational insight necessary to create business cases and quantify impacts on productivity, capacity, customer satisfaction, and cost.

• Capability to influence senior stakeholders and drive execution across organizations without direct authority.

• Robust change management skills and experience in implementing substantial changes within active customer-facing operations.

• Exceptional analytical, problem-solving, communication, and executive presentation skills.

• Ability to function effectively in ambiguous situations and establish structure around complex challenges.

• Experience in cybersecurity, enterprise SaaS, or cloud technology is preferred.

• Knowledge of Support platforms, CRM and case management systems, knowledge platforms, AI support tools, and workforce management technologies is preferred.

• Familiarity with Lean, Six Sigma, Agile, PMP, or other transformation and program methodologies is preferred.

• A combination of consulting or internal strategy experience with practical operational experience is preferred.

🏝️ Benefits

• Restricted Stock Units (RSUs)

• Employee Stock Purchase Plan (ESPP)

• Flexible time off

• Paid company holidays and paid sick time

• Gender-neutral parental leave

• Grandparent leave

• Medical, dental, and vision coverage

• 401(k) retirement plan with company match

• Life and disability insurance

• Health and dependent care FSA

• Voluntary benefits (hospital, accident, critical illness)

• Employee Assistance Program (EAP)

• ARAG pre-paid legal

• Nationwide pet insurance

• Cancer Care program

• Global business travel medical insurance

• Home office allowance

• Mobile phone reimbursement

• Wellness coach

• Wellness/gym reimbursement

• Fertility coverage

• Adoption & surrogacy reimbursement