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> </span></p><p><span> </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> </span></p><p><strong><em> Please scroll to the bottom of this posting to review an important Candidate Safety & Fraud Awareness Disclaimer from TCWGlobal.</em></strong></p><p><span> </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> </span></p><p><span> </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> </span></p><p><span> </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> </span></p><p><span> </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,