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Manager, Product Support Operations
Posted on 3/11/2022
Austin, TX, USA
Experience Level
Desired Skills
  • 5+ years of people management experience in the technology or software as a service (SaaS) industry
  • 3+ years experience working with Zendesk (customer ticketing platform), Salesforce (CRM) and JIRA (IT ticketing platform) or similar, preferably in high-growth technology companies
  • Strong program management skills involving multiple cross-functional stakeholders and executives
  • Strong project management skills involving a blend of process and system work streams enhancements
  • Experience working on or leading projects that have executive audiences and critical deadlines
  • Strong communication skills, including read-outs on technical solutions that tie back to business value
  • Lead and manage the Product Support Operations group building team cohesion, vision, and purpose while balancing competing and evolving business priorities
  • Coach and develop each individual with a focus on empowerment, engagement and productivity
  • Contribute to the quarterly and annual planning process for both GTM Operations and Product Support
  • Drive operational excellence by anchoring decisions and processes on KPIs and action-oriented metrics reviews
  • Partner and consult on project identification, prioritization, and execution with the broader Go-to-Market (Customer Success, Sales, Marketing) and Build (Product) organizations
  • Align the team and other back-office internal resources to ensure sustainable/quality team performance for both long-term investment projects and day-today operational, ad-hoc work
  • Evaluate and manage key vendor relationships focused on adding value and scaling the product support tech stack
Desired Qualifications
  • Experience with Zuora (subscriptions and billings platform), CornerStone (LMS) is a plus

1,001-5,000 employees

Cloud content management and file sharing service
Company Overview
Box is on a mission to make businesses more productive, competitive, and powerful by connecting people and their most important information. The company operates one of the world's largest cloud storage platforms.
  • Health and Wellness
  • Family Support
  • Generous Time Off
  • Financial Benefits
  • Community
  • Evolving Workplace
Company Core Values
  • Blow our customers' minds
  • Take risks. Fail fast. GSD
  • 10x it!
  • Be an owner. It's your company
  • Bring you (___) self to work every day
  • Be candid and assume good intent
  • Make mom proud