Support Operations Program Manager (SaaS) — Remote

Location: Remote
Pay: $42/hr + Benefits (Medical, Dental, Vision)
Duration: 12-month contract (possible extension)
Schedule: Full-time, Monday–Friday

Note: This role requires 2–7 years of direct Support Operations experience within a SaaS company, including ownership of support process improvements, cross-functional projects, and operational workflows. Experience as a Program Manager and end-to-end Customer Support is required.

Please scroll to the bottom of this posting to review an important Candidate Safety & Fraud Awareness Disclaimer from TCWGlobal.

About the Company
Founded in 2012 by two Stanford University professors, our client’s mission is to give people everywhere access to world-class learning. Today, the company is a leading global online learning platform serving millions of learners and thousands of institutions worldwide.

About the Role
Our client is seeking a Support Strategist / Support Operations Program Manager to join their Scaled Support Operations team. You will support strategic operational initiatives that improve customer support performance, scalability, and the end-to-end customer experience for a SaaS platform. This role is ideal for someone who can own projects from start to finish, improve support operations, build workflows, use data to drive decisions, and leverage AI/automation to enhance processes. The team needs someone who can ramp up quickly, independently lead projects, and collaborate across multiple teams to improve operational systems and customer support processes.

Key Responsibilities
– Lead strategic support operations projects from start to finish, including planning, stakeholder alignment, execution, rollout, and follow-up
– Own and operationalize initiatives that improve customer support processes, team scalability, and customer satisfaction
– Partner cross-functionally with Product, Engineering, Marketing, Sales, and Customer Success
– Create workflows, process documentation, operational playbooks, and support documentation for new programs
– Analyze support operations data to identify trends, conduct root cause analysis, and recommend improvements
– Convert data insights into actionable programs and process changes
– Optimize the workflows and systems used by the support organization
– Build and improve internal operational tools that support support teams
– Improve the end-to-end customer journey through strategic support enhancements
– Support initiatives for outsourced/global support teams and collaborate with leadership
– Drive improvements related to scalability, customer satisfaction, and support efficiency
– Contribute to process automation initiatives using AI tools, prompt design, or workflow automation tools
– Improve support team productivity by implementing tools and processes that streamline daily operations

Required Qualifications
– 2–7 years of direct Support Operations experience within a SaaS company (not general customer service), including ownership of support process improvements, cross-functional projects, and operational workflows
– Experience working for a SaaS company
– Experience supporting SaaS products directly
– End-to-end project ownership, including planning, stakeholder management, execution, rollout, and tracking outcomes/results
– Hands-on experience with Salesforce, including workflows, objects, reporting, and operational process improvements
– Experience with Jira or similar project management tools (e.g., Asana, ClickUp, or comparable tools)
– Ability to use project management systems to manage and track operational initiatives
– Strong analytical skills to identify trends, analyze operational data, perform root cause analysis, and translate findings into business actions
– Experience improving KPIs such as CSAT, SLA adherence, resolution times, efficiency metrics, and cost improvements
– Strong understanding of AI beyond basic prompting, including prompt design, workflow enhancement, automation, and process optimization
– Experience applying AI or automation tools to improve workflows, increase efficiency, and support operations in a business environment
– Ability to manage multiple projects in a fast-paced environment
– Strong communication skills and ability to collaborate cross-functionally across departments
– Bonus: Experience supporting a global customer base
– Bonus: Experience building dashboards or reporting in tools such as Looker
– Bonus: Proven record of improving KPIs (CSAT, SLA adherence, resolution time, cost efficiency)

Ideal Candidate Profile (Required)
– “I led this project from start to finish.”
– “I built this process.”
– “I improved this workflow.”
– “I used Salesforce and automation to improve operations.”
– “I used AI to streamline part of our team’s process.”
– “I analyzed support data and identified where we needed to improve.”

TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.

Massachusetts law prohibits employers from requiring or administering a lie detector test as a condition of employment or continued employment. Violations may result in criminal penalties and civil liability.

Important Candidate Safety Notice
This position has been verified and officially approved by TCWGlobal.

Be aware that fraudulent recruiters and fake job postings may try to impersonate legitimate companies online. For your protection:
– Only trust communication from verified TCWGlobal representatives
– Ensure a TCWGlobal recruiter is present on all official phone or video interviews
– TCWGlobal will never request payment, gift cards, cryptocurrency, or sensitive banking information during the hiring process
– Do not share sensitive personal information with unverified individuals or suspicious third parties
– If you’re unsure whether a posting or recruiter is legitimate, verify active opportunities directly at https://www.tcwglobal.com/client-jobs or contact hello@tcwglobal.com

TCWGlobal is committed to protecting candidates and maintaining a safe, transparent, and professional hiring experience.