Customer Support Operations Program Manager

ECI Software Solutions has been providing industry-specific, cloud-based business management software and services for over 30 years. They are seeking a Customer Support Operations Program Manager who will design, implement, and manage a framework for a global support team, optimizing processes to improve customer experience and operational efficiency.

Responsibilities:

• Co-create and operationalize Support procedures: Build and maintain a centralized framework for global Support policies and procedures in partnership with Support leaders and cross-functional stakeholders
• Drive expansion of core programs: Scale key department programs (Premier Success, Follow-the-Sun coverage, Escalations Management, Knowledge Management, Quality Assurance) by aligning owners, defining success measures, and removing execution friction
• Orchestrate Salesforce enhancements + reporting: Serve as the coordinating lead for Support’s Salesforce enhancement intake and reporting needs by partnering with internal teams to deliver changes that improve frontline outcomes
• Lead tooling / systems / process prioritization: Facilitate prioritization of Support tooling, systems, and process needs; run intake and review forums with Support leadership to drive clear decisions and follow-through
• Enable enterprise releases and change adoption: Drive readiness and change management for enterprise initiatives (e.g., Workday ERP integration), ensuring Support impacts are understood, communicated, and implemented smoothly
• Facilitate Aha Ideas Exchange governance: Guide evaluation and prioritization to ensure ideas translate into outcomes and decisions remain transparent
• Build and mature Workforce Management practices: Implement and continuously improve WFM practices across the org, staffing models by product/region, forecasting based on arrival patterns, and tools/processes that improve capacity planning
• Establish a Supportability program: Partner with Product and Development to identify, quantify, and drive supportability improvements (backlog visibility, defect trends, enhancements) that reduce Support friction and improve customer experience
• Partner for GTM readiness: Collaborate with Marketing and Sales to ensure Support readiness, internal communications, and frontline enablement for launches and messaging changes
• Create and sustain the Support rhythm of the business: Provide “Chief of Staff” support (global SharePoint site, department newsletter, event coordination)
• Drive best practices for routing and channel strategy: Develop and refine case routing and channel management practices that support CSAT and efficiency targets—working closely with leaders and frontline teams
• Streamline policies and communications: Evolve department policies/procedures and ensure clear, actionable communication to managers and frontline teams to drive adoption and consistency
• Continuously improve global processes: Monitor and refine critical workflows (transfers/handoffs, escalations, scope of support), partnering with stakeholders to resolve pain points and improve outcomes
• Facilitate change management and operating cadence: Coordinate QBRs, change management meetings, and key release readiness, driving alignment, accountability, and execution across Support
• Optimize channel mix by product/team: Collaborate with leaders to balance phone/email/web/chat coverage and performance to meet service goals by product and region
• Act as the “front door” for Support impacts: Serve as the coordinating point for company-wide changes affecting Support (enterprise releases, Marketing communications, security/compliance updates), ensuring impacts are assessed and responses are organized
• Unify process standards that drive efficiency: Maintain centralized resources and standards that enable consistency (transfer policies, HP channel process, escalations, Support/PS scope) and reduce operational noise
• Partner on operational rollouts: Liaise with Operations team and internal partners to plan and execute rollouts such as AI tooling and Salesforce testing, ensuring Support readiness and adoption
• Program-manage department initiatives: Lead department-wide initiatives (Customer Service Week, quarterly town halls, surveys, training coordination) with clear plans, owners, and measurable outcomes; steward ongoing programs like Aha
• Align training needs with process and capability gaps: Partner with Support Enablement/L&D to identify training needs tied to process changes, SME development, and career growth

Requirements:

• 5+ Experience in a technical Support environment, ideally for ERP or SaaS products
• 2+ years of experience in Support Operations areas including Quality Assurance, Workforce Management, Content Management, Tools & Systems, Policies & Procedures, Supportability, Enablement
• BA degree or equivalent related experience
• Experience with common Support tooling including Salesforce, Jira, Vonage
• Advanced skills in Microsoft Office including Excel and PowerPoint
• Strong program management & organization skills
• Excellent written and verbal communication skills – ability to communicate changes and gain buy-in across different audiences
• Six Sigma Greenbelt or strong analytics background including relational databases (SQL) and Salesforce reporting
• Project Management certification such as PMP, CAPM, or ScrumMaster
• Comprehensive understanding of Operations and post-sale functions beyond Customer Support including Customer Success, Professional Services, Rev Ops
• Familiarity with Workday ERP, Aha!, Smartsheet, and AI Tools