Senior Program Manager, Customer Knowledge Base
Vanta
ServiceNow
Customer Support Operations Lead
Restaurant365
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $96,400 - $144,600 per year
Job Level
Senior
Tech Stack
ServiceNow
About the role
- Track, analyze, and communicate performance metrics: own regular reporting and KPIs for Customer Support; identify trends, areas for improvement, and provide actionable insights to leadership
- Define tooling requirements: act as a business owner and power user of Freshdesk and related tools; define requirements, monitor adoption, and partner with Systems/IT for configuration and implementation
- Streamline support processes: design and recommend workflows, automations, and process improvements that reduce friction, scale with growth, and improve customer/agent experience
- Refine AI support strategy: drive initiatives that leverage AI to deliver faster, more accurate customer help and improve agent efficiency
- Drive Customer Support strategy: design and deliver critical initiatives that strengthen the Support function’s impact on renewals, retention, and overall customer success
- Provide thought leadership: research and apply industry-leading support operations methodologies
- Build scalable initiatives: develop proactive programs, processes, and prevention strategies that improve efficiency
- Partner cross-functionally on data and systems projects: collaborate with Systems, Product, and Analytics teams to design metrics, align data definitions, improve tooling, and drive data-informed decision making
- Partner with leadership: act as a trusted advisor to the Support Leadership Team, providing visibility, insights, and recommendations to enable data-driven decisions
Requirements
- 5+ years of business experience in the SaaS industry ideally within a GTM or customer-facing function
- 3+ years functional Customer Support or Customer Success Operations experience, with a strong understanding of how support organizations are run (workflows, escalations, KPIs, and customer experience)
- Strong analytical problem solver with the ability to turn data and qualitative insights into clear recommendations and operational improvements
- Experience with Freshdesk or equivalent support ticketing systems (Zendesk, ServiceNow, etc.), with the ability to define business requirements and partner with technical teams for implementation and administration
- Proven ability to scope, design, and implement process and system improvements, and assess their impact across the customer lifecycle
- Proficiency in project management with a track record of driving initiatives end-to-end in a fast-paced environment
- Advanced data analysis and reporting skills (Excel, Google Sheets, BI tools)
- Excellent communicator with the ability to translate business needs into technical requirements and build strong cross-functional relationships
- Self-starter with a high degree of ownership, accountability, and the ability to operate autonomously in a high-growth SaaS setting
