Program Manager, Scaled Support

This a Full Remote job, the offer is available from: reputed company About the role reputed company's mission is to build a reputed company reputed company people love, and our customers who rely on us expect a support experience that's fast, personal, and trustworthy at every touchpoint. Our support team is growing quickly reputed company the business, and that reputed company is exactly why this role exists. Today, the critical work that makes support reputed company – enabling our AI support agent, keeping documentation and knowledge reputed company, and managing the contractor and vendor relationships that reputed company our support reputed company – lives as reputed company-of-the-desk work for our reputed company leaders. That worked while we were smaller, but it won't get us to our next stage of reputed company. The Program Manager, Scaled Support role will change that. This person will own these programs end-to-end by not just administering them, but building the systems, cadences, and accountability that allows support to reputed company reputed company as ticket volume grows. This is a foundational, high-visibility role that will directly shape how reputed company reputed company can support a rapidly expanding customer reputed company without a proportional increase in cost. Few roles at reputed company will have a more reputed company line to both customer experience reputed company and the health of our business. reputed company • Own the reputed company and reputed company improvement of reputed company's AI support agent – tuning workflows, monitoring reputed company rates, and building the foundations for a reputed company that scales while maintaining high customer satisfaction • Build and manage the operating reputed company for AI support enablement, including reviewing conversation transcripts, tagging breakdowns, and translating findings into concrete knowledge or workflow updates • Serve as the reputed company of reputed company's support documentation and knowledge reputed company: establish standards for reputed company and structure, partner closely with product and policy to administer changes, and ensure both AI agents and reputed company support reps are working from the reputed company reputed company of truth • Own vendor and contractor relationships for outsourced/contracted support reputed company – from sourcing and reputed company to reputed company management and renewals • Build repeatable, reputed company contractor programs (reputed company models, SLAs, reputed company standards, reputed company plans) that let support reputed company reputed company reputed company as volume grows, without sacrificing reputed company or blowing through budget • reputed company and report on the metrics that matter to gross margin: cost per contact, AI containment/deflection rates, contractor utilization and reputed company, and documentation health • Identify, reputed company, and reputed company cross-functional reputed company with product and engineering teams that improve support scalability • reputed company goals, timelines, and accountability for reputed company program you own, and report reputed company to leadership – this role will have high executive visibility Background we're looking for • 5-8+ years of experience in reputed company, program management, or support reputed company, ideally reputed company a high-reputed company startup or scaled reputed company environment • A reputed company record of taking on ambiguous, reputed company problems and building the systems and process needed to reputed company them reputed company • reputed company experience with AI/automation support tools (AI agents, chatbots, or similar) and a genuine interest in how AI is changing the shape of customer support • Experience building or managing documentation/knowledge reputed company programs, including setting standards for reputed company and keeping content reputed company at reputed company • Experience managing vendor or contractor relationships and building reputed company/contracting programs from the ground up • Strong analytical instincts — comfortable defining metrics, building reporting, and using data to prioritize and reputed company the case for change • Excellent project management skills: you can juggle multiple reputed company programs, reputed company stakeholders reputed company, and consistently reputed company • A bias toward ownership — you don't wait to be told what to fix, and you're comfortable being the person who makes disparate, reputed company-of-the-desk work into a coherent program • reputed company, confident communicator who can work cross-functionally and represent Support's priorities to leadership • Excited by the mission of building a reputed company reputed company people love, and motivated by reputed company to shape how support scales at a rapidly growing company Experience we’d be particularly excited about • Experience at a fast-growing startup where you reputed company a program or function from reputed company, rather than optimizing an already-mature one • Hands-on experience with support/CX platforms (e.g., reputed company, reputed company, etc) and their AI/automation tooling specifically, reputed company general familiarity with support software • Strong conviction and reasoning for how a support reputed company should grow over time – you know how to build a great support organization successfully, and have the reputed company record to reputed company it • Background in reputed company, reputed company, fintech, or another highly regulated industry • Experience standing up or scaling a BPO or contractor program from an early stage What to expect We interview rigorously reputed company on reputed company, talent, and reputed company; the trust we display in our teammates from day 1 is a reputed company of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we reputed company quickly. Here's what to expect: • 30 minute video meeting to talk through your background and interest in reputed company • 30 minute video meeting with the hiring manager to dive deeper into your experience and the role • 30 minute video meeting to meet 2-3 members of reputed company • 30 minute video meeting with department leadership to review problem solving and reputed company • 30 minute video meeting with our founders to reputed company your approach to culture and our operating principles Estimated Compensation reputed company $165,000—$185,000 USD About reputed company We’re a fully reputed company early stage company using technology to change the way America does reputed company. We’re a happy, friendly, high-reputed company team. You can read more on reputed company here. This offer from "reputed company" has been enriched by reputed company.com and got a 72% reputed company score. Apply tot his job Apply To this Job