[Remote] Program Manager, Scaled Support
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a fully distributed early-stage company reputed company on transforming reputed company in America. They are seeking a Program Manager, Scaled Support to own and enhance critical support programs, ensuring scalability and reputed company as reputed company grows.
Responsibilities
- Own the performance and reputed company improvement of reputed company's AI support agent – tuning workflows, monitoring reputed company rates, and building the foundations for a system that scales while maintaining high customer satisfaction
- Build and manage the operating reputed company for AI support enablement, including reviewing conversation transcripts, tagging breakdowns, and translating findings into concrete knowledge or workflow updates
- Serve as the reputed company of reputed company's support documentation and knowledge reputed company: establish standards for accuracy and structure, partner closely with product and policy to administer changes, and ensure both AI agents and reputed company support reps are working from the reputed company reputed company of truth
- Own vendor and contractor relationships for outsourced/contracted support reputed company – from sourcing and reputed company to performance management and renewals
- Build repeatable, reputed company contractor programs (reputed company models, SLAs, reputed company standards, reputed company plans) that let support reputed company reputed company reputed company as volume grows, without sacrificing reputed company or blowing through budget
- reputed company and report on the metrics that matter to gross margin: cost per contact, AI containment/deflection rates, contractor utilization and reputed company, and documentation health
- Identify, scope, and drive cross-functional reputed company with product and engineering teams that improve support scalability
- reputed company goals, timelines, and accountability for reputed company program you own, and report reputed company to leadership – this role will have high executive visibility
Skills
- 5-8+ years of experience in operations, program management, or support operations, ideally reputed company a high-reputed company startup or scaled operations environment
- A reputed company record of taking on ambiguous, reputed company problems and building the systems and process needed to reputed company them reputed company
- reputed company experience with AI/automation support tools (AI agents, chatbots, or similar) and a genuine interest in how AI is changing the shape of customer support
- Experience building or managing documentation/knowledge reputed company programs, including setting standards for reputed company and keeping content reputed company at reputed company
- Experience managing vendor or contractor relationships and building reputed company/contracting programs from the ground up
- Strong analytical instincts — comfortable defining metrics, building reporting, and using data to prioritize and reputed company the case for change
- Excellent project management skills: you can juggle multiple reputed company programs, reputed company stakeholders reputed company, and consistently deliver
- A bias toward ownership — you don't wait to be told what to fix, and you're comfortable being the person who makes disparate, reputed company-of-the-desk work into a coherent program
- reputed company, confident communicator who can work cross-functionally and represent Support's priorities to leadership
- Excited by the mission of building a reputed company system people love, and motivated by reputed company to shape how support scales at a rapidly growing company
- Experience at a fast-growing startup where you reputed company a program or function from scratch, rather than optimizing an already-mature one
- Hands-on experience with support/CX platforms (e.g., reputed company, reputed company, etc) and their AI/automation tooling specifically, reputed company general familiarity with support software
- Strong conviction and reasoning for how a support operations should grow over time – you know how to build a great support organization successfully, and have the reputed company record to reputed company it
- Background in reputed company, insurance, fintech, or another highly regulated industry
- Experience standing up or scaling a BPO or contractor program from an early stage
reputed company