remote
Support Operations Program Manager SaaS - TCWGlobal
Program Manager
Lead end‑to‑end support operations for a SaaS platform, driving process improvements, cross‑functional projects, and operational workflows to enhance customer experience and team efficiency.
About the role
Key Responsibilities
- Own and continuously improve support processes, ensuring alignment with product and engineering teams.
- Lead cross‑functional projects to streamline ticket routing, escalation, and resolution workflows.
- Analyze support metrics, identify trends, and implement data‑driven solutions to reduce response times and increase CSAT.
- Collaborate with product, engineering, and sales to prioritize feature requests and bug fixes.
- Develop and maintain documentation, training materials, and SOPs for the support organization.
Requirements
- 2–7 years of direct experience in support operations within a SaaS environment.
- Proven track record as a Program Manager managing end‑to‑end customer support initiatives.
- Strong analytical skills with the ability to translate data into actionable improvements.
- Excellent communication and stakeholder management abilities.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and project management tools (e.g., Jira, Asana).
Skills
process improvementcustomer supportproject management