As a Transformation Manager, Technical Support (East Coast), you will be tasked with owning the execution of our global Technical Support transformation while supporting broader strategic initiatives across the Customer Experience organization. This is not a traditional project management role: you will serve as the central execution owner for the Support transformation portfolio, turning strategy into an integrated operating plan and driving initiatives from concept through implementation and measurable business impact. Reporting into the Head of Customer Strategy and Operations, you will also support high-priority cross-CX initiatives, contribute to tooling, automation, and AI decisioning, and act as an extension of the functional leaders and CCO Office. What Will You Do? Primary responsibilities include: • Own the end-to-end Support transformation plan, translating strategy into clear workstreams, milestones, owners, dependencies, success measures, and implementation plans. • Serve as the central program owner across major transformation initiatives including AI and automation, BPO, knowledge management, self-service and deflection, tooling, process optimization, specialization, workforce efficiency, and operating-model changes. • Own strategic BPO relationships, including governance, performance management, capacity planning, service quality, operational reviews, issue resolution, and continuous improvement. • Partner with Support and regional leaders to develop and operationalize Partner-Led Support, including new delivery models with strategic service partners. • Establish transformation governance, including operating reviews, executive updates, decision logs, risk management, dependencies, and clear accountability across workstreams, and provide executive-level reporting on progress, business impact, risks, decisions required, and areas that are off track. • Define and track the business case and measurable impact of transformation initiatives, including productivity, cost-to-serve, case deflection, backlog, resolution times, customer experience, quality, automation, and partner performance, and build mechanisms to confirm changes are delivering the expected results and adjust the roadmap accordingly. • Identify operational friction and recurring failure points using Support data and translate those insights into process, tooling, automation, knowledge, or organizational improvements, including further opportunities to simplify, automate, centralize, outsource, or redesign work as the Support organization evolves. • Partner closely with Technical Support, TAM, Public Sector, Engineering, Product, IT, Customer Experience, Finance, Procurement, and other teams to drive cross-functional execution. • Help Support leaders implement significant operating-model changes while maintaining continuity of day-to-day customer operations, and drive adoption and change management so new processes, tools, automation, and operating models become embedded in how Support operates. • Support the Head of Customer Strategy and Operations on high-priority cross-CX initiatives and on the evaluation, decisioning, and implementation of tooling, automation, and AI across Technical Support and the broader CX organization. What Skills and Knowledge Will You Bring? Ideal candidates will have: • 5 or more years of experience in transformation, business operations, program management, Technical Support operations, Customer Experience operations, consulting, or a comparable role. • Demonstrated experience leading or co-leading operational transformation programs from strategy through implementation, with at least one initiative at enterprise scale. • Experience working within or closely alongside a global enterprise Technical Support or Customer Support organization. • Strong program leadership skills with the ability to manage multiple interconnected workstreams, dependencies, risks, and stakeholders. • Experience with BPO or outsourced service delivery models, including vendor governance, performance management, SLAs and KPIs, quality, and continuous improvement, along with a strong understanding of modern Support operating models, including AI, automation, knowledge management, self-service, case deflection, workforce optimization, and digital support. • Demonstrated ability to identify operational problems through data and convert them into practical changes to processes, systems, and operating models, with the financial and operational acumen to build business cases and quantify productivity, capacity, customer, and cost impact. • Proven ability to influence senior stakeholders and drive execution across organizations without direct authority, plus strong change-management skills and experience implementing significant changes within live customer-facing operations. • Excellent analytical, problem-solving, communication, and executive presentation skills, with the ability to operate effectively in ambiguity and create structure around complex problems. • Experience transforming a global enterprise Technical Support organization, implementing AI and automation within Customer Support, and designing, operating, or scaling partner-led support and BPO service delivery models, is preferred. • Cybersecurity, enterprise SaaS, or cloud technology experience, familiarity with Support platforms, CRM and case management systems, knowledge platforms, AI support tooling, and workforce-management technologies, experience with Lean, Six Sigma, Agile, PMP, or similar transformation and program methodologies, and consulting or internal strategy experience combined with hands-on operational experience, is preferred. We invest in our Sentinels with comprehensive, competitive benefits designed to support you and your family: Equity & Rewards • Restricted Stock Units (RSUs) • Employee Stock Purchase Plan (ESPP) Time Off & Wellbeing • Flexible time off • Paid company holidays and paid sick time • Gender-neutral parental leave • Grandparent leave Insurance & Financial Security • Medical, dental, and vision coverage • 401(k) retirement plan with company match • Life and disability insurance • Health and dependent care FSA • Voluntary benefits (hospital, accident, critical illness) • Employee Assistance Program (EAP) • ARAG pre-paid legal • Nationwide pet insurance • Cancer Care program • Global business travel medical insurance Work Perks & Flexibility • Home office allowance • Mobile phone reimbursement Wellness & Lifestyle • Wellness coach • Wellness/gym reimbursement • Fertility coverage • Adoption & surrogacy reimbursement This U.S. role has a base pay range that will vary based on the location of the candidate. For some locations, a different pay range may apply. If so, this range will be provided to you during the recruiting process. You can also reach out to the recruiter with any questions. Base Salary Range $132,000-$150,000 USD