TCWGlobal: Support Operations Program Manager (SaaS) REMOTE
Headquarters: CA, USA
URL: http://tcwglobal.com
Job Overview
- Location: Remote
- Pay: $42/hr + Benefits (Medical, Dental, Vision)
- Duration: 12-month contract (potential for extension)
- Schedule: Full-time, Monday–Friday
Important 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 or in end-to-end Customer Support.
About the Company
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.
About the Role
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 owning projects from start to finish, improving support operations, building workflows, using data to drive decisions, and leveraging AI/automation to improve processes.
Responsibilities
- Lead strategic support operations projects from start to finish, including planning, stakeholder alignment, execution, rollout, and follow-up.
- Own and operationalize initiatives that improve customer support processes, team scalability, and customer satisfaction.
- Partner cross-functionally with Product, Engineering, Marketing, Sales, and Customer Success teams to execute support-related initiatives.
- Create workflows, process documentation, operational playbooks, and support documentation for new programs.
- Analyze support operations data to identify trends, perform root cause analysis, and recommend improvements.
- Translate data insights into actionable programs and process changes.
- Optimize workflows and systems used by the support organization.
- Build and improve internal operational tooling that supports support teams.
- Improve the end-to-end customer journey by driving strategic support enhancements.
- Support outsourced/global support team initiatives and collaborate with leadership teams.
- Help drive operational improvements related to scalability, customer satisfaction, and support efficiency.
- Contribute to process automation initiatives using AI tools, prompt design, or workflow automation tools.
- Improve support team productivity by implementing tools or processes that streamline day-to-day operations.
Required Qualifications
- 2–7 years of direct experience in Support Operations within a SaaS company (not general customer service).
- Experience supporting SaaS products directly.
- Experience owning projects end-to-end: project planning, stakeholder management, execution, rollout, and tracking outcomes/results.
- Strong hands-on experience using Salesforce, including workflows, objects, reporting, and operational process improvements.
- Experience using Jira or similar project management systems (Asana, ClickUp, etc.).
- Strong analytical background: ability to identify trends, analyze operational data, perform root cause analysis, and translate findings into business actions.
- Experience improving KPIs such as: CSAT, SLA adherence, resolution times, efficiency metrics, and cost improvements.
- Strong understanding of how to use AI beyond simple prompting, including: prompt design, workflow enhancement, automation, and process optimization.
- Comfortable managing multiple projects in a fast-paced environment.
- Strong communication skills and ability to work cross-functionally across multiple departments.
- Bonus: Experience supporting a global customer base.
- Bonus: Experience building dashboards or reporting in tools such as Looker.
Ideal Candidate Profile
- "I led this project from start to finish."
- "I built this process."
- "I improved this workflow."
- "I used Salesforce and automation to improve operations."
- "I used AI to streamline part of our team’s process."
- "I analyzed support data and identified where we needed to improve."
Equal Opportunity & Legal
TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Important Candidate Safety Notice
This position has been verified and officially approved by TCWGlobal. Please be aware of fraudulent recruiters and fake job postings.
- Only trust communication from verified TCWGlobal representatives.
- Ensure a TCWGlobal recruiter is present on all official phone or video interviews.
- TCWGlobal will never request payment, gift cards, cryptocurrency, or sensitive banking information during the hiring process.
- If you are unsure whether a posting or recruiter is legitimate, verify active opportunities at tcwglobal.com/client-jobs or contact hello@tcwglobal.com.
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