Launch Operations Program Manager
July 27
🏢 In-office - Manhattan
Description
• Build partnerships with Product, Engineering, and Marketing teams to understand the full range of upcoming feature launches and their impact on customers and the CX team • Represent the CX team cross-functionally, ensuring input and collaboration at every stage of the product development process, from ideation to planning and global launch • Develop and manage a robust launch readiness process that drives internal alignment and leverages data to accurately forecast user impact and support needs • Manage the release cycle for the CX org, building an efficient and repeatable launch motion from employee testing to alpha/beta release to general availability • Collaborate closely with scaled and direct support teams to drive CX enablement, ensuring sufficient time and resources for pre-launch training, user education, and staffing • Drive continuous, data-driven improvements to launch readiness process and user support experiences related to new features, early access releases, experiments, and campaigns • Be an advocate for our customers and a thought partner to CX leadership
Requirements
• 12+ years experience in scaled support, program management, operations, or customer experience in the technology industry • Experience building internal processes, managing global programs, and driving continuous improvement across technical and business functions • Professional and persuasive communication skills with a track record of driving change management and influencing product, ops, and/or engineering leadership decisions • Experience developing a strong perspective around ambiguous problems and using data to successfully advocate for a solution • Familiarity with the product development lifecycle at a SaaS or other software company • Demonstrated experience navigating ambiguity and achieving outcomes in fast paced environments
Benefits
• Competitive cash compensation • Equity • Benefits
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