IT Operations Management position focusing on problem management for core applications in Private Cloud. Conducting maintenance, analysis, and user support for optimal service performance.
About the role
- Strategic Support Operations Manager leading a team to optimize operations in Asana’s Global Support Organization. Driving strategic initiatives, operational rigor, and exceptional customer experience.
Responsibilities
- Translate the Support strategy and multi-horizon roadmap into actionable programs, project plans, and measurable milestones
- Own the successful execution of Support’s roadmap, including delivery of new capabilities, process improvements, tooling enhancements, and cross-functional initiatives
- Develop program governance frameworks, drive alignment across stakeholders, and ensure clear communication to leadership on progress, risks, and decision points
- Drive quarterly and annual Support planning cycles, including goal-setting, resource planning, and establishing measurable success criteria
- Support the creation of executive-ready insights, dashboards, and communication for Support and Company Leadership
- Own program delivery of high-impact initiatives such as AI chatbot, escalation process redesign, Support-wide leveling and expectations frameworks, and other multi-quarter improvements
- Establish clear success metrics, track impact, and ensure initiatives generate measurable improvements in customer outcomes and operational efficiency
- Serve as a thought partner to Support leadership, offering insights and recommendations rooted in data and operational expertise
- Lead, coach, and develop a team of Business Program Partners and Operations Analysts responsible for operational execution across the Global Support Organization
- Foster a high-performing, customer first culture focused on excellence, accountability, and continuous improvement
- Define your team’s goals, workflows, and operating models to align with the Support Strategy & Excellence Roadmap
- Oversee team capacity planning and prioritization, ensuring resourcing aligns to global Support needs and strategic initiatives.
- Ensure key operational workflows across global Support are successful and run seamlessly - including case management standards, intake/routing, knowledge programs, backlog health practices, quality management, escalations, and performance operations
- Identify opportunities to streamline processes, reduce friction, and scale operations through automation, AI/agentic workflows, and best-practice adoption
- Partner with global Support leaders to mature foundational processes and operating procedures that uplevel effectiveness, predictability, and service consistency across regions.
- Drive change management for global Support programs, ensuring smooth rollouts, adoption, and ongoing optimization
- Serve as a liaison and mediator across teams to clarify ownership, streamline handoffs, and resolve operational blockers.
Requirements
- 8+ years of experience in Support Operations, CX Operations, Program Management, or a related function within a high-growth SaaS environment, with 3+ years leading teams of program managers, business partners, operations and data analysts, etc
- A builder and operator with a proven track record of translating strategy into execution - owning complex roadmaps, driving operational rigor, and delivering measurable impact across multi-quarter initiative
- Deep expertise in support processes, workflow design, systems/tooling, and operational best practices (e.g., case management, escalations, quality programs, WFM, knowledge operations)
- Highly analytical with strong data fluency - you are comfortable building dashboards, interpreting trends, defining KPIs, and using data to influence decision-making at the leadership level
- A strong people leader who develops high-performing teams through clarity, coaching, accountability, and a customer-first mindset
- Skilled at operating in ambiguous, fast-paced environments, bringing structure, prioritization, and focus to complex operational problems
- A cross-functional leader and influencer who excels at partnering with Product, Engineering, Support, CX, Sales, Finance, and Legal to drive alignment, resolve blockers, and release high-impact programs
- Exceptional communicator with an ability to produce executive-ready content that is clear, concise, and strategic
- Experienced in leading change management for global teams and driving adoption of new processes, tools, and operating models
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
Benefits
- Mental health, wellness & fitness benefits
- Career coaching & support
- Inclusive family building benefits
- Long-term savings or retirement plans
- In-office culinary options to cater to your dietary preferences
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