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\n Headquarters:<\/strong> CA, USA Support Operations Program Manager (SaaS) Remote<\/strong><\/p>\n Location:<\/strong> Remote<\/span><\/p>\n Pay:<\/strong> $42\/hr + Benefits (Medical, Dental, Vision)<\/span><\/p>\n Duration:<\/strong> 12-month contract (potential for extension)<\/span><\/p>\n Schedule:<\/strong> Full-time, Monday\u2013Friday<\/span><\/p>\n \u00a0<\/span><\/p>\n \u00a0<\/span><\/p>\n **Please note: This role requires 2\u20137 years of direct experience in Support Operations within a SaaS company; including ownership of support process improvements, cross-functional projects, and operational workflows. Must have experience as a Program Manager \/ end to end Customer Support.<\/strong><\/p>\n \u00a0<\/span><\/p>\n \ufeffPlease scroll to the bottom of this posting to review an important Candidate Safety & Fraud Awareness Disclaimer from TCWGlobal.<\/em><\/strong><\/p>\n \u00a0<\/span><\/p>\n About the Company<\/strong><\/p>\n Founded in 2012 by two Stanford University professors, our client\u2019s mission is to provide anyone, anywhere access to world-class learning. Today, the company is a leading global online learning platform serving millions of learners and thousands of institutions worldwide.<\/span><\/p>\n \u00a0<\/span><\/p>\n \u00a0<\/span><\/p>\n About the Role<\/strong><\/p>\n Our client is seeking a Support Strategist \/ Support Operations Program Manager to join their Scaled Support Operations team. This person will support strategic operational initiatives that improve customer support performance, scalability, and the end-to-end customer experience for a SaaS-based platform. This role is ideal for someone who has strong experience<\/span> owning projects from start to finish, improving support operations, building workflows, using data to drive decisions, and leveraging AI\/automation to improve processes.<\/strong> The team is looking for someone who can step in quickly, independently own projects, and work across multiple teams to improve operational systems and customer support processes.<\/span><\/p>\n \u00a0<\/span><\/p>\n \u00a0<\/span><\/p>\n About the Role Responsibilities<\/strong><\/p>\n \u2022 Lead strategic support operations projects from start to finish, including planning, stakeholder alignment, execution, rollout, and follow-up<\/span><\/p>\n \u2022 Own and operationalize initiatives that improve customer support processes, team scalability, and customer satisfaction<\/span><\/p>\n \u2022 Partner cross-functionally with Product, Engineering, Marketing, Sales, and Customer Success teams to execute support-related initiatives<\/span><\/p>\n \u2022 Create workflows, process documentation, operational playbooks, and support documentation for new programs<\/span><\/p>\n \u2022 Analyze support operations data to identify trends, perform root cause analysis, and recommend improvements<\/span><\/p>\n \u2022 Translate data insights into actionable programs and process changes<\/span><\/p>\n \u2022 Optimize workflows and systems used by the support organization<\/span><\/p>\n \u2022 Build and improve internal operational tooling that supports support teams<\/span><\/p>\n \u2022 Improve the end-to-end customer journey by driving strategic support enhancements<\/span><\/p>\n \u2022 Support outsourced\/global support team initiatives and collaborate with leadership teams<\/span><\/p>\n \u2022 Help drive operational improvements related to scalability, customer satisfaction, and support efficiency<\/span><\/p>\n \u2022 Contribute to process automation initiatives using AI tools, prompt design, or workflow automation tools<\/span><\/p>\n \u2022 Improve support team productivity by implementing tools or processes that streamline day-to-day operations<\/span><\/p>\n \u00a0<\/span><\/p>\n \u00a0<\/span><\/p>\n Required Qualifications<\/strong><\/p>\n \u2022 2\u20137 years of direct experience in Support Operations within a SaaS company (not general customer service), including ownership of support process improvements, cross-functional projects, and operational workflows<\/span><\/p>\n \u2022 Must have experience working for a SaaS company<\/span><\/p>\n \u2022 Experience supporting SaaS products directly<\/span><\/p>\n \u2022 Experience owning projects end-to-end, including: project planning, stakeholder management, execution, rollout, and tracking outcomes\/results<\/span><\/p>\n \u2022 Requires strong hands-on experience using Salesforce, including workflows, objects, reporting, and operational process improvements<\/span><\/p>\n \u2022 Experience using Jira or similar project management systems such as Asana, ClickUp, or comparable tools<\/span><\/p>\n \u2022 Must understand how to use project management systems to manage and track operational initiatives<\/span><\/p>\n \u2022 Strong analytical background with the ability to: identify trends, analyze operational data, perform root cause analysis, and translate findings into business actions<\/span><\/p>\n \u2022 Experience improving KPIs such as: CSAT, SLA adherence, resolution times, efficiency metrics, and cost improvements<\/span><\/p>\n \u2022 Requires strong understanding how to use AI beyond simple prompting, including: prompt design, workflow enhancement, automation, and process optimization<\/span><\/p>\n \u2022 Experience applying AI or automation tools to improve workflows, increase efficiency, and support operations in a business environment<\/span><\/p>\n \u2022 Comfortable managing multiple projects in a fast-paced environment<\/span><\/p>\n \u2022 Strong communication skills and ability to work cross-functionally across multiple departments<\/span><\/p>\n \u2022 Bonus: Experience supporting a global customer base<\/span><\/p>\n \u2022 Bonus: Experience building dashboards or reporting in tools such as Looker<\/span><\/p>\n \u2022 Bonus: Proven track record of improving KPIs (CSAT, SLA adherence, resolution time, cost efficiency)<\/span><\/p>\n \ufeff<\/span><\/p>\n Ideal Candidate Profile \u2013 Required<\/strong><\/p>\n \u2022 \u201cI led this project from start to finish.\u201d<\/span><\/p>\n \u2022 \u201cI built this process.\u201d<\/span><\/p>\n \u2022 \u201cI improved this workflow.\u201d<\/span><\/p>\n \u2022 \u201cI used Salesforce and automation to improve operations.\u201d<\/span><\/p>\n \u2022 \u201cI used AI to streamline part of our team\u2019s process.\u201d<\/span><\/p>\n \u2022 \u201cI analyzed support data and identified where we needed to improve.\u201d<\/span><\/p>\n \u00a0<\/span><\/p>\n <\/p>\n TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.<\/em><\/p>\n It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.<\/em><\/p>\n <\/p>\n **Important Candidate Safety Notice**<\/strong><\/p>\n This position has been verified and officially approved by TCWGlobal.<\/span><\/p>\n \u00a0<\/span><\/p>\n Please be aware that fraudulent recruiters and fake job postings may attempt to impersonate legitimate companies online. For your protection:<\/span><\/p>\n \u00a0<\/span><\/p>\n \u2022 Only trust communication from verified TCWGlobal representatives<\/span><\/p>\n \u2022 Ensure a TCWGlobal recruiter is present on all official phone or video interviews<\/span><\/p>\n \u2022 TCWGlobal will never request payment, gift cards, cryptocurrency, or sensitive banking information during the hiring process<\/span><\/p>\n \u2022 Do not share sensitive personal information with unverified individuals or suspicious third parties<\/span><\/p>\n \u2022 If you are unsure whether a posting or recruiter is legitimate, we encourage you to verify active opportunities directly through <\/span>https:\/\/www.tcwglobal.com\/client-jobs<\/a>, or by contacting <\/span>hello@tcwglobal.com<\/a><\/p>\n
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URL:<\/strong> http:\/\/tcwglobal.com<\/a>\n<\/p>\n\n