Support Program Manager

Gigamon

Senior Program Manager leading service operations initiatives at Gigamon. Overseeing program execution, stakeholder alignment, and improving service delivery effectiveness.

Posted 6/3/2026full-timeMexico City • 🇲🇽 MexicoSeniorLeadWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

program managementproject managementbusiness requirements gatheringprocess standardizationoperational transformationservice delivery effectivenesschange adoptionAgile methodologyWaterfall methodologycase management

Soft Skills

stakeholder managementcommunicationfacilitationorganizational skillsprioritizationnavigating ambiguityexecutionleadershipuser experience improvementcollaboration

Tools & Technologies

Salesforce Service CloudZoom AI transcriptsLLM platformsChatGPTClaudeanalytics toolsbusiness applicationsautomation toolsdashboarding toolsreporting tools

Industry Keywords

Global SuccessService OperationsServicesSupportbusiness goalsprogram alignmentexecutive reportingoperational efficiencytransformation opportunitiesuser stories

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead strategic Global Success programs from intake through execution, launch, and stabilization
Build and manage detailed program plans, milestones, dependencies, risks, and deliverables
Drive alignment across stakeholders in Global Success, IT, BizApps, analytics, and other partner teams
Establish governance, communication cadence, and executive-ready status reporting for programs in flight
Ensure programs are delivered on time, within scope, and aligned to business goals
Partner with stakeholders to identify operational pain points, process gaps, and transformation opportunities
Gather and document business requirements, workflows, user stories, and acceptance criteria
Lead initiatives that improve service delivery effectiveness, operational efficiency, and user experience
Support process standardization, business readiness, and change adoption across teams
Lead programs involving Global Success systems and platforms, including Salesforce Service Cloud and related business applications
Partner with technical teams on system enhancements, integrations, configuration changes, and release planning
Support implementation of capabilities such as case management, knowledge workflows, automation, reporting, and dashboarding
Communicate clearly with audiences at multiple levels, including leadership and end users
Define success metrics, business outcomes, and post-implementation measures for each program

Requirements

What you’ll need

Bachelor’s degree in business, technology, engineering, or a related field
8+ years of program or project management experience, preferably in Service Operations, Services, Support, or a related business function
Proven experience leading cross-functional business systems or operational transformation programs
Strong experience gathering business requirements and translating them into scalable process and systems solutions
Experience managing initiatives involving Salesforce Service Cloud or similar service management platforms
Strong knowledge of program and project management methodologies, including Agile and Waterfall
Experience leveraging AI tools to augment work, simplify processes, improve efficiency, and accelerate research, analysis, documentation, and meeting follow-up, including tools such as Zoom AI transcripts and LLM platforms like ChatGPT, Claude, or similar tools
Excellent stakeholder management, communication, facilitation, and organizational skills
Demonstrated ability to manage multiple priorities, navigate ambiguity, and drive execution in a fast-paced environment

Benefits

Comp & perks

Flexible work arrangements
Professional development opportunities