TCWGlobal: Support Operations Program Manager (SaaS) REMOTE

<img src="https://we-work-remotely.imgix.net/logos/0171/5479/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress" /> <p> <strong>Headquarters:</strong> CA, USA <br /><strong>URL:</strong> <a href="http://tcwglobal.com">http://tcwglobal.com</a> </p> <div class="cleanslate"> <p><strong>Support Operations Program Manager (SaaS) Remote</strong></p><p><strong>Location:</strong><span> Remote</span></p><p><strong>Pay:</strong><span> $42/hr + Benefits (Medical, Dental, Vision)</span></p><p><strong>Duration:</strong><span> 12-month contract (potential for extension)</span></p><p><strong>Schedule:</strong><span> Full-time, Monday–Friday</span></p><p><span>&nbsp;</span></p><p><span>&nbsp;</span></p><p><strong>**Please note: This role requires 2–7 years of direct experience in Support Operations within a SaaS company; including ownership of support process improvements, cross-functional projects, and operational workflows. Must have experience as a Program Manager / end to end Customer Support.</strong></p><p><span>&nbsp;</span></p><p><strong><em>Please scroll to the bottom of this posting to review an important Candidate Safety &amp; Fraud Awareness Disclaimer from TCWGlobal.</em></strong></p><p><span>&nbsp;</span></p><p><strong>About the Company</strong></p><p><span>Founded in 2012 by two Stanford University professors, our client’s mission is to provide anyone, anywhere access to world-class learning. Today, the company is a leading global online learning platform serving millions of learners and thousands of institutions worldwide.</span></p><p><span>&nbsp;</span></p><p><span>&nbsp;</span></p><p><strong>About the Role</strong></p><p><span>Our client is seeking a Support Strategist / Support Operations Program Manager to join their Scaled Support Operations team. This person will support strategic operational initiatives that improve customer support performance, scalability, and the end-to-end customer experience for a SaaS-based platform. This role is ideal for someone who has strong experience</span><strong> owning projects from start to finish, improving support operations, building workflows, using data to drive decisions, and leveraging AI/automation to improve processes.</strong><span> The team is looking for someone who can step in quickly, independently own projects, and work across multiple teams to improve operational systems and customer support processes.</span></p><p><span>&nbsp;</span></p><p><span>&nbsp;</span></p><p><strong>About the Role Responsibilities</strong></p><p><span>• Lead strategic support operations projects from start to finish, including planning, stakeholder alignment, execution, rollout, and follow-up</span></p><p><span>• Own and operationalize initiatives that improve customer support processes, team scalability, and customer satisfaction</span></p><p><span>• Partner cross-functionally with Product, Engineering, Marketing, Sales, and Customer Success teams to execute support-related initiatives</span></p><p><span>• Create workflows, process documentation, operational playbooks, and support documentation for new programs</span></p><p><span>• Analyze support operations data to identify trends, perform root cause analysis, and recommend improvements</span></p><p><span>• Translate data insights into actionable programs and process changes</span></p><p><span>• Optimize workflows and systems used by the support organization</span></p><p><span>• Build and improve internal operational tooling that supports support teams</span></p><p><span>• Improve the end-to-end customer journey by driving strategic support enhancements</span></p><p><span>• Support outsourced/global support team initiatives and collaborate with leadership teams</span></p><p><span>• Help drive operational improvements related to scalability, customer satisfaction, and support efficiency</span></p><p><span>• Contribute to process automation initiatives using AI tools, prompt design, or workflow automation tools</span></p><p><span>• Improve support team productivity by implementing tools or processes that streamline day-to-day operations</span></p><p><span>&nbsp;</span></p><p><span>&nbsp;</span></p><p><strong>Required Qualifications</strong></p><p><span>• 2–7 years of direct experience in Support Operations within a SaaS company (not general customer service), including ownership of support process improvements, cross-functional projects, and operational workflows</span></p><p><span>• Must have experience working for a SaaS company</span></p><p><span>• Experience supporting SaaS products directly</span></p><p><span>• Experience owning projects end-to-end, including: project planning, stakeholder management, execution, rollout, and tracking outcomes/results</span></p><p><span>• Requires strong hands-on experience using Salesforce, including workflows, objects, reporting, and operational process improvements</span></p><p><span>• Experience using Jira or similar project management systems such as Asana, ClickUp, or comparable tools</span></p><p><span>• Must understand how to use project management systems to manage and track operational initiatives</span></p><p><span>• Strong analytical background with the ability to: identify trends, analyze operational data, perform root cause analysis, and translate findings into business actions</span></p><p><span>• Experience improving KPIs such as: CSAT, SLA adherence, resolution times, efficiency metrics, and cost improvements</span></p><p><span>• Requires strong understanding how to use AI beyond simple prompting, including: prompt design, workflow enhancement, automation, and process optimization</span></p><p><span>• Experience applying AI or automation tools to improve workflows, increase efficiency, and support operations in a business environment</span></p><p><span>• Comfortable managing multiple projects in a fast-paced environment</span></p><p><span>• Strong communication skills and ability to work cross-functionally across multiple departments</span></p><p><span>• Bonus: Experience supporting a global customer base</span></p><p><span>• Bonus: Experience building dashboards or reporting in tools such as Looker</span></p><p><span>• Bonus: Proven track record of improving KPIs (CSAT, SLA adherence, resolution time, cost efficiency)</span></p><p><span></span></p><p><strong>Ideal Candidate Profile – Required</strong></p><p><span>• “I led this project from start to finish.”</span></p><p><span>• “I built this process.”</span></p><p><span>• “I improved this workflow.”</span></p><p><span>• “I used Salesforce and automation to improve operations.”</span></p><p><span>• “I used AI to streamline part of our team’s process.”</span></p><p><span>• “I analyzed support data and identified where we needed to improve.”</span></p><p><span>&nbsp;</span></p><p><br></p><p><em>TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.</em></p><p><em>It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.</em></p><p><br></p><p><strong>**Important Candidate Safety Notice**</strong></p><p><span>This position has been verified and officially approved by TCWGlobal.</span></p><p><span>&nbsp;</span></p><p><span>Please be aware that fraudulent recruiters and fake job postings may attempt to impersonate legitimate companies online. For your protection:</span></p><p><span>&nbsp;</span></p><p><span>• Only trust communication from verified TCWGlobal representatives</span></p><p><span>• Ensure a TCWGlobal recruiter is present on all official phone or video interviews</span></p><p><span>• TCWGlobal will never request payment, gift cards, cryptocurrency, or sensitive banking information during the hiring process</span></p><p><span>• Do not share sensitive personal information with unverified individuals or suspicious third parties</span></p><p><span>• If you are unsure whether a posting or recruiter is legitimate, we encourage you to verify active opportunities directly through </span><a href="https://nam04.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.tcwglobal.com%2Fclient-jobs&amp;data=05%7C02%7Calex.olivas%40tcwglobal.com%7C1f74eb9aa8994dd28b3808deb2bdefd1%7Cdba5f4ad577f463eac1f516491f973cc%7C1%7C0%7C639144726086477706%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=GyYHvJpnXc8%2F8sErc0OO0Dpv4tIQKzJb0qEAPlxv910%3D&amp;reserved=0">https://www.tcwglobal.com/client-jobs</a><span>, or by contacting </span><a href="mailto:hello@tcwglobal.com">hello@tcwglobal.com</a></p><p><span>&nbsp;</span></p><p><span>TCWGlobal is committed to protecting candidates and maintaining a safe, transparent, and professional hiring experience.</span></p><p><br></p> </div> <p><strong>To apply:</strong> <a href="https://weworkremotely.com/remote-jobs/tcwglobal-support-operations-program-manager-saas-remote">https://weworkremotely.com/remote-jobs/tcwglobal-support-operations-program-manager-saas-remote</a></p>