Operations Program Manager

About the Company

Our client is rapidly expanding its team of passionate creatives and builders, dedicated to making design accessible to all. Their innovative platform empowers teams to bring ideas to life, from initial brainstorming and prototyping to translating designs into code and iterating with AI. This organization enables teams to streamline workflows, accelerate development, and foster real-time collaboration globally. Join them to shape the future of design and collaboration.

About the Role: Operations Program Manager

Program management at this company extends beyond mere timeline tracking; it's about enabling scale, ensuring clarity, and delivering significant outcomes within a dynamic, product-led environment. They are seeking a strong individual contributor to lead complex, cross-functional programs designed to scale Product Support while maintaining exceptional customer and specialist experiences.

As an Operations Program Manager on the Product Support team, you will spearhead high-impact initiatives at the intersection of support operations, tooling, and process enhancement. You will collaborate extensively with various partners across Product Support, Engineering, Product, Analytics, Legal, and Security to transform ambiguous challenges into structured plans and tangible results. This role offers substantial internal impact by empowering specialists to perform optimally and external impact by enhancing the customer support experience as the organization grows.

This is a full-time position, available in one of the US hub offices or remotely within the United States.

Key Responsibilities

• Own and drive complex, cross-functional programs to enhance the scalability, efficiency, and quality of Product Support.
• Lead initiatives comprehensively, from problem definition and planning through execution, rollout, and iteration.
• Partner closely with Engineering, Product, Data, and Support teams to deliver improvements in tooling, workflows, and processes.
• Structure ambiguous problem spaces by defining scope, success metrics, milestones, risks, and operating rhythms.
• Support change management and adoption for new tools and processes, ensuring teams are well-prepared for transitions.
• Identify and leverage insights from support data, customer feedback, and operational signals to inform prioritization and enhancements.
• Communicate progress, tradeoffs, and decisions clearly to stakeholders and leadership.

Required Qualifications

• Proven ability to lead complex programs as a Program Manager or in a similar capacity, demonstrating clear ownership from inception to completion.
• Experience working with Customer Support, Product Support, or Customer Operations teams.
• Comfort collaborating with technical teams and navigating both operational and technical problem domains.
• Strong communication and influencing skills, capable of driving alignment without direct authority.
• A high-ownership mindset, meticulous attention to detail, and proficiency in navigating ambiguity within fast-paced environments.

Preferred Qualifications

• Experience with support tooling, internal tools, or operational workflows.
• Exposure to community, social, or forum-based support channels.
• Familiarity with global or multi-language support environments.
• Partnership experience with workforce management, vendor operations, or analytics functions.

Key skills/competency

• Program Management
• Product Support Operations
• Cross-functional Collaboration
• Process Improvement
• Tooling Implementation
• Change Management
• Data Analysis
• Stakeholder Communication
• Problem Solving
• Customer Experience