Support Program Manager, Partnerships
Leads support readiness, operational design, and escalation programs for cloud and strategic partnerships. The role requires 8+ years of relevant experience, technical fluency with engineering teams and cloud platforms, and strong cross-functional stakeholder management.
About the job
Responsibilities
- Lead support readiness for new and existing cloud and strategic partnerships, including launch planning, operational design, and ongoing program execution.
- Partner with Engineering, Product, go-to-market teams, and external partners to develop support models for technically complex products and integrations.
- Define partner-specific customer journeys, support workflows, escalation paths, ownership models, and cross-company handoffs.
- Identify operational and technical risks, align stakeholders on solutions, and drive improvements that strengthen the customer experience.
- Establish success metrics and operating rhythms to monitor partnership health, launch readiness, and support performance.
- Use AI and automation to improve partner-related support workflows and scale operations effectively.
Requirements
- 8+ years of experience in program management, support operations, partnerships, or related roles within a fast-paced technology environment.
- Experience working closely with engineering teams to translate technical requirements into clear operational plans.
- Experience with cloud platforms, cloud-provider partnerships, or technically complex enterprise products.
- Ability to navigate ambiguity and drive alignment across internal teams and external partners.
- Ability to move between strategic planning and hands-on execution while maintaining a strong focus on customer outcomes.
Nice-to-Haves
- Experience in cybersecurity or life sciences.
Skills
Program Management, Support Operations, Partnerships, Cloud Platforms, Cloud Partnerships, Technical Requirements, Operational Planning, Escalation Management, AI, Automation
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