Customer Support Strategy & Operations, Manager

As a member of the systems team within Customer Support Operations, you’ll be helping to maintain and scale our support systems. You’ll work cross-functionally with Support, Business Technology,  and other teams at Okta to help them make informed decisions.

You’ll be involved from project inception to design through to project delivery, ensuring that the business requirements are documented and implemented delivering high-quality and relevant customer experiences.

The Customer Support Strategy & Operations, Manager Opportunity

The ideal candidate must be comfortable working with both highly technical and non-technical disciplines to ensure that program inputs and requirements are transformed into appropriate outputs and results. They should be able to identify, manage, and mitigate risks, and create repeatable processes allowing scale and leverage. This person must also have knowledge of Support and Services business processes and a desire to help build the infrastructure to enable an Enterprise Class service and support organization. We are looking for people who thrive in a fast-paced, dynamic environment and can take something from idea to execution with ease.

What you’ll be doing 

• Owning key projects and initiatives for Support from inception to go live (including requirements gathering, documentation, and user acceptance testing).
• Drive requirements and implementation of operational and policy strategies, policies, workflow processes and standards.
• Establish and nurture collaborative relationships with stakeholders across IT, Support, and various departments to foster a culture of teamwork and enhance productivity.
• Maintain and extend the use of Salesforce and other support systems through ongoing collaboration with the business and technology teams on business requirements.
• Help to communicate systems changes to Support and be a central point of contact for questions.
• Act as the subject-matter expert and provide answers, guidance, and help to the Support teams.
• Manage production support systems issues, troubleshooting, and ensure business continuity.

What you’ll bring to the role

• Proven track record (5+ years) in customer support operations or a similar role, with a focus on strategy development, process optimization, and team leadership.
• 3+ years of experience with Salesforce Service Cloud.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.
• Experience with Jira, Asana, Confluence, Zapier, PagerDuty, Tableau, or similar tools.
• An understanding of relational databases (MySQL, SQLite, PostgreSQL, SOQL).
• Familiarity with scripting languages (Python, Javascript, etc.) is a plus.
• Demonstrated project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
• Strategic mindset with a passion for delivering exceptional customer experiences.
• Adaptability and resilience in a fast-paced and evolving environment.
• Bachelor’s degree in Business Administration or Information Technology or equivalent experience.

Additional requirements:

• This position requires the ability to access federal environments and/or have access to protected federal data.  As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee. 22 CFR 120.15) upon hire.