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Full-Time

Customer Support Program Manager

Posted on 6/20/2024

Okta

Okta

5,001-10,000 employees

Extensible identity platform with numerous integrations

Compensation Overview

$142k - $238kAnnually

+ Equity + Bonus

Senior

United States

Category
Customer Support
Customer Success & Support
Required Skills
Communications
Management
Requirements
  • Bachelor’s Degree, preferably in a technical discipline or equivalent work experience
  • 5+ years of experience in program management or project management
  • Impactful cross-functional, technical Program/Project management experience including planning, scheduling, monitoring and stakeholder reporting
  • Strong documentation and presentation skills including creative thinking and willingness to work hands-on to deliver impactful outcomes
  • Prior experience with analytics and understanding of support metrics and KPIs
  • Prior experience with governance practices of support and service partners
  • Thought leadership and strategic thinking
  • Strong oral and written communication skills
  • Comfortable collaborating with a wide variety of individuals
  • Ability to influence others, including those outside of the immediate team
  • Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
  • Strong, data-driven problem resolution and decision-making skills
  • Ability to identify risks and dependencies and put in place plans to mitigate them
  • Familiarity with the security or identity management industry is a strong plus
  • Able to work in a dynamic, ever-changing environment with a sense of urgency
  • Strong ability to multitask, excellent organizational and analytical skills with attention to detail
  • Ability to solve routine and complex problems with minimal oversight or direction
Responsibilities
  • Drive strategic projects for GCA&S and partner with GCA&S leadership in key deliverables
  • Represent GCA&S and interface effectively with cross-functional teams, senior-level business executives, and customers
  • Lead programs aimed at driving resolutions to problems, change in strategic direction, optimization of operational effectiveness, communications, compliance, quality, systems rollout, education/training coordination, and liaison activities between cross-functional entities
  • Initiate or participate in strategic initiatives that promote strategic changes, impact the tactical approach to customer support, and influence policies, workflows, and performance standards
  • Assess current systems, best practices, quality, service and introduce improvements to ensure Operations stays in line with growing business needs
  • Build out a training & enablement framework for Technical Support Engineers
  • Perform additional responsibilities and complete other projects, as assigned

Okta provides a neutral and extensible Identity platform with 7,000+ integrations, offering powerful and flexible identity solutions for various industries and use cases, prioritizing identity at the core of technology stacks.

Company Stage

IPO

Total Funding

$1.2B

Headquarters

San Francisco, California

Founded

2009

Growth & Insights
Headcount

6 month growth

0%

1 year growth

5%

2 year growth

28%
INACTIVE