Senior Customer Support Operations Readiness Program Manager
Core
Operationalize and improve systems keeping Customer Support aligned, prepared, and informed through constant change in a fintech environment.
Role type
Senior IC program manager (operations readiness)
Builds
Operational readiness systems, launch coordination processes, and enablement materials for customer support teams.
Domain
Fintech / SaaS
Deliverable
product features
Required skills
Cross-functional orchestration, operational readiness planning, dependency management, risk identification, process improvement, stakeholder alignment, change management
Preferred skills
Product launch coordination, workflow implementation, data analysis (SQL/Sheets), Zendesk/Linear/Salesforce proficiency
Responsibilities
Coordinate operational readiness activities for customer support impacting initiatives; maintain centralized roadmap of upcoming initiatives; lead readiness planning for new product launches and tooling updates; establish timelines and track dependencies with technical partners; evaluate effectiveness of readiness initiatives and iterate on processes.
Seniority
Senior, hands-on IC
