TL;DR

Support Operations Manager (Technical Programs): 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 collaborating with cross-functional teams to drive program adoption, define KPIs, and implement process improvements through agile methodologies.

Location: Onsite in RTP, North Carolina

Company

VAST Data is a data platform company seeking a Technical Program Manager to enhance their Customer Support Operations.

What you will do

  • Lead and manage technical support programs, tracking work via sprints and ensuring incremental progress.
  • Collaborate with cross-functional teams including R&D, product management, and sales to drive program adoption, KPIs, and iterative improvements.
  • Identify opportunities for and implement process improvements within customer support to optimize efficiency and customer satisfaction.
  • Act as a liaison between customer support and engineering teams, staying informed on product updates and their impact.
  • Advocate for the customer, ensuring feedback and supportability are integrated into product development.
  • Develop and deliver technical training programs for customer support teams to facilitate skill development.

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.
  • Proven track record of successfully managing complex technical programs and projects.
  • Strong executive presence, communication, and facilitation skills.
  • Familiarity with Agile development and release methodologies.

Nice to have

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