Support Program Manager, Support Delivery
Leads scalable support delivery programs, operational frameworks, tooling, and AI-powered automation for strategic customers. Requires 8+ years in program management, operations, or support engineering and strong cross-functional execution skills.
About the job
Responsibilities
- Lead support delivery programs for Tier 3 frontline delivery serving strategic customers, including productivity and workflow improvements, team operations, and knowledge management.
- Define the customer and team experience, establish programs, manage pilots and rollouts, and maintain operational playbooks.
- Design and lead internal support initiatives, including specialization, quality, community support, product reliability, and launch-supportability programs.
- Coordinate requirements, implementation, and iteration with internal build owners and systems partners.
- Identify, implement, and scale tools and automation that improve support efficiency and effectiveness.
- Develop AI-powered workflows using automation, LLMs, and internal tooling to reduce manual work and improve resolution quality.
- Collaborate cross-functionally to reduce friction and improve customer satisfaction.
- Help shape the vision and strategy of a new support team.
Requirements
- 8+ years of experience in program management, operations, or support engineering, focused on scalable processes and tooling.
- Experience shipping or maintaining tools and automations such as dashboards, ETL pipelines, and low-code applications.
- Ability to use ChatGPT and LLMs to rapidly develop code or queries.
- Strong cross-functional collaboration and relationship-building skills with Product, Engineering, and Operations teams.
- Exceptional communication, organization, and problem-solving skills.
- High ownership, bias toward action, and comfort operating in ambiguity.
- Passion for using tools and automation to improve efficiency and customer outcomes.
Skills
Program Management, Support Operations, Process Automation, Etl Pipelines, Dashboards, Low-Code Applications, LLMs, ChatGPT, Data Engineering, Software Engineering, Knowledge Management, Project Management
Similar jobs
Technical Program Management jobs
OpenAI
San Francisco, CA
Drives strategy, prioritization, and execution of CRM and adjacent-platform programs supporting user operations. The role requires 8+ years of technical program experience, strong Salesforce and systems fluency, and the ability to lead complex cross-functional initiatives.
Fluidstack
New York, NYLeads Fluidstack’s NPI function, building stage-gate and manufacturing-transfer processes while managing a TPM team and portfolio of hardware programs spanning compute and power equipment. Requires 10+ years in hardware NPI or program management and 3+ years leading TPM or NPI teams.
OpenAI
San Francisco, CA
Own the systems, data, governance, and delivery-tracking mechanisms that scale infrastructure operations across data centers and partners. The role requires 8+ years of technical program management experience, systems implementation expertise, operational reporting fluency, and strong cross-functional influence.
GitLab
Bengaluru, India
Leads complex, cross-functional technical programs spanning product, engineering, data, and security, translating strategy into predictable execution and scaled adoption. The role requires senior stakeholder leadership, strong communication, risk management, and experience with SaaS, cloud infrastructure, DevOps, or AI/ML initiatives.
Motive
Seattle, WALeads complex, cross-functional platform engineering programs, aligning senior stakeholders, managing dependencies and risks, and improving execution across the organization. Requires 7+ years of technical program management experience, strong technical fluency, executive communication, and a technical bachelor’s degree or equivalent experience.