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Support Operations Program Manager
| Company | Nutanix |
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| Location | Durham, NC, USA |
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| Salary | $135200 – $270000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- Strong problem-solving and critical-thinking abilities
- Detail-oriented with a focus on operational efficiency
- Proactive and results-driven mindset
- Ability to lead and influence cross-functional teams without direct authority
- Excellent organizational and time-management skills
- Excellent communication, collaboration, and stakeholder management skills
- Familiarity with frameworks like ITIL or customer support best practices is a plus
- Strong knowledge of enterprise support processes and tools (e.g., CRM, ticketing systems, dashboards)
- Proficiency in tools like Salesforce, Zendesk, Jira, ServiceNow and Confluence
- Experience in process improvement methodologies (e.g., Lean, Six Sigma)
- Technical background or familiarity with enterprise software products and their support needs
- PMP, PRINCE2, or similar project management certifications
- 5+ years of experience in program management, operations management, or a similar role within a support or enterprise software organization
Responsibilities
- Design, implement, and manage programs that support the strategic goals of the support organization
- Lead cross-functional initiatives to improve service delivery, operational efficiency, customer outcomes and new product introduction (NPI)
- Monitor progress of key projects and ensure milestones are met on time and within budget
- Define and optimize processes, workflows, and tools to enhance the efficiency of the support organization
- Manage the operational rhythm, including reporting, dashboards, and key performance indicator (KPI) tracking
- Identify bottlenecks and implement solutions to streamline operations and improve service delivery
- Partner with support leaders, product teams, and other cross functional teams to ensure alignment across teams and seamless execution of initiatives
- Act as the primary liaison between support operations and other departments to drive operational improvements
- Facilitate regular meetings and updates with stakeholders to ensure visibility into support operations
- Develop and maintain performance metrics to measure the effectiveness of support operations
- Deliver regular reports to leadership, highlighting operational trends, risks, and opportunities for improvement
- Analyze data to identify patterns, areas for optimization, and actionable insights
- Evaluate, implement, and manage tools and platforms used within the support organization
- Drive adoption of new technologies and systems that enhance efficiency and productivity
- Ensure proper training and enablement for support teams on operational tools and systems
Preferred Qualifications
- Familiarity with frameworks like ITIL or customer support best practices is a plus
