Senior Customer Support Operations Readiness Program Manager

Responsibilities

• Coordinate operational readiness activities across customer support-impacting initiatives, including launches, tooling changes, and process updates.
• Partner with Support, Product, Risk, Engineering, and Enablement teams to align operational requirements and reduce downstream support friction.
• Own recurring readiness motions and communications, including weekly change updates, launch coordination, and stakeholder alignment.
• Maintain the centralized roadmap of customer support-impacting initiatives and communicate dependencies and readiness needs.
• Lead readiness planning for product launches, workflow changes, and tooling updates, ensuring teams have documentation, processes, training, and internal knowledge resources.
• Track readiness deliverables, establish timelines, manage dependencies, and escalate risks.
• Review change requests, identify operational risks and support implications, and improve launch readiness and post-launch outcomes.
• Coordinate implementation requirements with systems administrators and technical partners.
• Improve intake, implementation tracking, and launch coordination processes.
• Track launch outcomes, adoption, and support impact to identify improvements.
• Partner with Learning & Development to create scalable enablement materials.
• Evaluate readiness initiatives and iterate on processes, tooling, and communication strategies.

Requirements

• 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 prioritizing competing operational work and making tradeoffs in fast-moving environments.
• Experience improving operational processes and documentation.
• Exceptional prioritization and organizational skills, with a track record of managing complex initiatives while maintaining high-quality execution.
• Strong written and verbal communication skills, including the ability to distill operational complexity into clear, actionable updates.
• Experience leading operational change initiatives such as launch readiness, process adoption, workflow implementation, or support enablement.
• Ownership, bias toward action, attention to detail, and operational quality.
• Comfort working in ambiguous, evolving environments.
• Strong collaboration and stakeholder relationship-building skills.

Nice-to-haves

• Experience coordinating product launches, tooling rollouts, or operational changes across multiple teams.
• Experience improving workflows, documentation, or team processes.
• Experience partnering with Product, Engineering, Customer Support, Enablement, or Operations teams.
• Experience creating or maintaining internal documentation, knowledge resources, communication plans, or enablement materials.
• Familiarity with Zendesk, Linear, Salesforce, or similar workflow platforms.
• Experience using data to evaluate operational performance and launch outcomes, including Google Sheets, SQL, or similar tools.
• Ability to bring structure to ambiguity and improve processes.

Compensation and Benefits

• Total rewards include base salary, equity (stock options/RSUs), and benefits.
• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $121,700–$152,100 USD.
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $109,500–$136,900 USD.
• Canadian employees in any location: CAD $115,000–$143,700.