What's the opportunity?
We’re looking for a seasoned Program Manager to lead high-impact, cross functional programs essential to running a Customer Support team. This role is a critical partner to senior leaders and our specialized teams (e.g. Support Intelligence) and helps us form, track, and manage our ongoing activities and strategic initiatives. The ideal candidate has deep knowledge of Customer Support, Support Ops, and a background in SaaS/software.
What will I be doing?
- Work with senior leaders to facilitate our biannual planning process, working with different teams to ensure our major initiatives are aligned with our support strategy and structured methodically from the ground up.
- Lead efforts to continuously enhance existing programs, ensuring they scale effectively as the company grows and as business needs evolve.
- Work as a trusted advisor to various initiative drivers with navigating risks, dependencies, and adapting existing initiatives to changing strategy.
- Design, implement, and optimize the way we manage work, from project structures to tracking, ensuring simple and easy experiences for the various stakeholders involved.
- Collaborate closely with analysts and operational teams to use data and insights to inform decision-making and program execution.
What skills do I need?
- 7+ years of experience in program management, with a proven track record of managing high-impact, cross-functional programs in fast-paced environments, ideally within the technology sector.
- Strong leadership skills with the ability to influence and collaborate effectively across all levels of the organization, from individual contributors to Sr. Directors/VPs.
- A sharp business acumen, enabling you to quickly assess risks, identify opportunities, and drive decisions that yield positive outcomes.
- Exceptional communication and facilitation skills, with the ability to engage senior stakeholders and lead complex discussions with clarity and confidence.
- A solution-focused mindset with the grit and determination to lead teams through challenges and drive toward successful results.
- Demonstrated ability to manage complex projects and programs autonomously, delivering high-quality outcomes with minimal guidance.
Benefits
We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
