Strategic Program Manager

Role Description

As a Strategic Program Manager for Support, you will drive strategic initiatives to improve our users’ experience and our efficiency and effectiveness to serve them. Your focus areas will span user-facing lines of business such as Support, Product, and internally-focused lines of business. You will collaborate closely with Support leadership and other cross-functional leaders to inform decision-making and help shape the direction of our highest priority support initiatives, and will play a crucial role in ensuring that the team is equipped with the resources and tools necessary to deliver exceptional support.

Some example strategic programs include:

• Driving the joint Support-Product strategy and operating model
• Improving the end-to-end experience of priority user groups (such as large platforms, AI start-ups, and Enterprises)
• Paid support value delivery

If you thrive on owning an expansive and complex topic area, teasing out the highest-impact work to tackle, rallying cross-functional support, and executing against multiple workstreams in parallel to hit your objectives, we want to hear from you.

Qualifications

• 8+ years of experience in strategy and operations, consulting, and/or program management
• Experience working in highly cross-functional settings, and in a role that spans strategy, analysis, and operations in a fast-paced environment
• Strong program management skills with experience managing end-to-end execution of projects/programs that have transformed their company’s operations and delivered quantifiable business impact
• Robust critical thinking and analytical skills, with the ability to derive strategic insights from data
• Excellent written and verbal communication skills, with the ability to articulate complex topics in an easy-to-consume way to leaders and peers across different teams, such as product, engineering, and sales
• Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal
• Experience with tools for tracking and reporting progress such as dashboards, project trackers, or internal documentation platforms
• An interest in digging into the details of products and processes to improve the experience of our users and internal teams alike
• An ability to execute with minimal guidance, and in contexts with a high degree of ambiguity

Requirements

• Experience working in customer-facing roles (e.g. customer support, sales, partnerships, consulting, professional services, etc.)
• Experience in fintech, financial services, payments, or regulated technology environments
• Experience digging in to understand how new-to-you technical products work, and understanding customer and agent pain points
• Familiarity with SQL and data analysis platforms such as Looker, Power BI, or Tableau