Support Operations Manager, Tools & Automation

Our Customer Support team helps customers find clarity in their work and get results with Asana. We are Asana experts and productivity savants who are passionate about investing in our customers’ success. We help customers with questions, feature requests, and bug reports, and educate them about best practices. Within the organization, we amplify our customers’ voices in product development, and we encourage that dialogue through our support channels. We measure our success by our customers’ success, and we get there by exemplifying empathy with our customers.

The Support Operations Manager – Tools & Automation is responsible for the strategy, execution, and continuous improvement of Asana’s global support tooling, automation, and knowledge infrastructure. Reporting to the Head of Global Support Operations & Excellence, this leader will ensure the Support Team’s systems and processes scale with the business, enable operational efficiency, and empower the Support Team to deliver a consistently excellent customer experience.

This role will manage a lean operations team and partner closely with Support leadership, Enterprise Technology, Product, Engineering, and vendor teams to drive innovation, streamline workflows, and reduce manual effort through automation. The ideal candidate brings a mix of systems expertise, operational rigor, and leadership experience to evolve our tools and processes in a fast-paced, high-growth environment.

This role can be fully remote depending on which US state you live in. If based in-office: The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you’re interviewing for this role, your recruiter will share more about the in-office requirements.

About you:

People Leadership & Team Management

• Lead, coach, and develop a high-performing operations team focused on driving success for support tools, automation, and knowledge base by setting clear goals, providing regular feedback, and supporting career growth
• Prioritize team capacity across tools, automation, and knowledge initiatives while fostering a collaborative, accountable, and improvement-oriented culture

Tooling & Automation Strategy

• Own the strategy, implementation, maintenance, and continuous improvements of support tooling and systems (e.g., ticketing, CRM, knowledge base, AI workflows, AI chatbots and productivity tools)
• Identify and drive automation opportunities to reduce manual effort and improve operational efficiency – through new feature & tooling discovery, building out and utilizing AI workflows and tools, etc.
• Partner with Support, Enterprise/Business Technology, Finance, Engineering, and Product to ensure Support tools and workflows align with business needs and scale with growth
• Partner with vendors on understanding new feature and tool functionality to drive efficiency and improvements to Support workflows
• Build and maintain internal Support documentation and processes for tooling, automations, and integrations
• Own support tooling infrastructure (in partnership with other internal teams like Enterprise Technology or R&D), such as Service Cloud, a knowledge base, etc
• Partner with Field Readiness on initial onboarding and continuous enablement of Support on systems and process changes

Reporting & Insights

• Collaborate on metrics strategy by ensuring tools enable accurate and actionable reporting for key Support personas (agents, managers, leadership) and executive consumption
• Ensure each tool is effectively adopted and utilized by tracking usage data, generating actionable insights at a normal cadence, and driving improvements based on those insights.
• Support the creation of complex information for executive consumption, and conduct ad-hoc qualitative and quantitative analyses for strategic planning

About you:

• 6-10 years SaaS support operations/business systems experience with hands-on tool management (Service Cloud, CRM, knowledge bases); 2-4+ years people leadership
• Led ticketing system migrations and technology transformations
• Strategic systems thinker who designs scalable tooling for global support organizations
• Strong team leadership with accountability focus and proactive issue resolution
• Process-oriented with bias toward simplification, automation, and AI implementation
• Expert in Service Cloud, Salesforce CRM, and knowledge platforms (Atlassian, etc.)
• Cross-functional collaborator able to influence Support, Product, Engineering, and vendor teams
• Data-driven approach to tool optimization and meaningful reporting
• Detail-oriented with strong documentation and process design skills
• Owner mentality – proactive in seeking efficiency improvements and new technologies
• Effective trainer and change enabler for support teams
• Continuous learner adaptable to new technical and business skills
• Experienced in vendor assessment and relationship management

At Asana, we’re committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you’re interested in this role and don’t meet every listed requirement, we still encourage you to apply.

What we’ll offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we’re committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.

For this role, the estimated base salary range is between $146,000-166,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.