Manage operational excellence in customer support through data analysis, program management, and stakeholder collaboration, focusing on improvements in both customer and agent experiences.
About Outreach
Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few.
About the Role:
We are seeking a highly analytical and execution-focused Support Operations Program Manager to drive operational excellence across our customer support ecosystem. This role combines data-driven insights, program management rigor, and deep cross-functional partnership to deliver measurable improvements to customer and agent experience. The ideal candidate brings hands-on analytics capability, strong process and change management expertise, and a passion for building scalable solutions that elevate the impact of support across the organization.
As a key member of the Support Operations team, you will own strategic programs end‑to‑end - identifying opportunities through data, shaping operational frameworks, aligning stakeholders across multiple teams, and driving initiatives to successful adoption and outcomes.
Your Daily Adventures Will Include:
- Turn data into action. Partner closely with the BI and data engineering teams while also performing independent data exploration, extraction and analysis to identify patterns, trends, and operational opportunities. Build dashboards, define and maintain core metrics, and deliver clear reporting that turns complex data into actionable insights. Your work will drive prioritization, inform leadership decisions, and shape long-term strategy across both customer and agent experience.
- Innovate and drive operational excellence. Proactively identify gaps, inefficiencies, and experience friction points across workflows, tools, and processes. Partner within and outside of the support organization to design improvements and drive initiatives that elevate quality, reduce effort, and streamline our support ecosystem.
- Drive change with clarity, rigor, and empathy. Build and implement process frameworks and change management strategies that enable the organization to scale while maintaining operational excellence. Lead the global rollout of new processes, systems, and AI-driven solutions, ensuring clear communication, stakeholder alignment, and consistent adoption across teams. Champion adherence to best practices, support teams through each stage of change, and create mechanisms that reinforce operational rigor as we grow.
- Be a program owner from start to finish. Lead complex, cross-functional programs - from defining operational requirements and success criteria through launch, adoption, and ongoing measurement. Collaborate closely with product, engineering, analytics, and support leaders to ensure alignment, resolve ambiguities, and deliver solutions that are intuitive, scalable, and impact‑driven.
- Champion customer and agent experience. Bring strong customer empathy and a deep understanding of support operations to everything you build. Advocate for the voice of both customers and agents, ensuring that every solution reduces friction, streamlines workflows, and delivers meaningful improvements across the entire support journey.
Our Vision of You:
- Strong analytical mindset and comfort with data‑driven decisions. Skilled at exploring data, uncovering insights, defining meaningful metrics, and crafting clear narratives that shape priorities and drive stakeholder alignment. Adept at translating numbers into actionable recommendations that move work forward.
- Hands‑on experience with analytics and reporting tools. Comfortable extracting data, building dashboards, and managing reporting frameworks using tools such as SQL, Excel, Power BI/Tableau/Looker or similar. Able to collaborate effectively with BI partners while also driving independent analysis. In this role, analytics are leveraged to inform prioritization, measure operational outcomes, and guide leadership decision‑making - rather than to build or maintain production data systems.
- Experience working with cross‑functional technical and GTM teams. Adept at partnering with engineering, product, or operations teams to scope requirements, test solutions, iterate based on feedback, and ensure tools or processes work for real end users.
- Familiarity with support operations and common support systems. Experience working with support platforms, CRM systems, workflow tools, or case management processes. Understands how systems, processes, and data connect to create seamless agent and customer experiences.
- Curiosity and enthusiasm for AI and automation. Brings a forward‑looking mindset with a desire to learn and apply AI‑driven solutions, identifying where intelligent automation can meaningfully improve operational efficiency and experience.
- Exceptional program and project management skills. Organized, proactive, and comfortable driving complex initiatives from ideation through launch. Able to manage timelines, risks, communications, and stakeholder expectations with clarity and consistency.
- Customer‑first mindset and empathy for support teams. Deep appreciation for the challenges faced by customers and support agents. Advocates for solutions that balance operational rigor with human‑centered design and usability.
Why You’ll Love It Here
• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• A parental leave program that includes options for a paid night nurse, and a gradual return to work
• Infertility/ assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Snacks and beverages in the Office, along with fun events to celebrate
• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military
Outreach is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.
Top Skills
Excel
Looker
Power BI
SQL
Tableau
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