TL;DR

Support Operations Manager: Leading and managing technical programs to enhance the efficiency and effectiveness of customer support operations with an accent on improving support processes, tools, and customer experience. Focus on driving successful program adoption, streamlining manual work, and integrating customer feedback into product development.

Location: Must be based onsite in Austin, TX

Company

VAST Data is a company focused on high-tech enterprise software, dedicated to enhancing customer support operations.

What you will do

  • Lead and manage technical support programs, tracking progress and ensuring accountability.
  • Collaborate with cross-functional teams to drive program adoption and iterative improvements.
  • Identify and implement process improvements to optimize efficiency and customer satisfaction.
  • Communicate between customer support and engineering teams regarding product updates.
  • Champion customer feedback, integrating it into product development through problem management.
  • Develop and deliver technical training programs for customer support teams.

Requirements

  • Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field.
  • Minimum of 5 years of experience in technical program management or project management, preferably in a customer support or operations environment.
  • Solid technical background with experience in data storage, software development, or IT operations is advantageous.
  • Proven track record of successfully managing complex technical programs and projects.
  • Demonstrated ability to structure and assess problems, execute high-level directives, and manage program impacts.
  • Strong executive presence, communication, and facilitation skills, with experience engaging and partnering at all levels.

Nice to have

  • Advanced degree or relevant certifications.
  • Enterprise software or high-tech industry experience.
  • Intermediate to Advanced experience with Salesforce, Jira, and Confluence.
  • Experience with agile methodologies and sprint planning.

Culture & Benefits

  • A relentless drive and a customer-first mentality are essential.
  • Ability to thrive in a culture of transparency and direct feedback.