Senior Customer Support Operations Readiness Program Manager

About the role

This role will lead operational priorities where safety, quality, compliance, and execution discipline are central to success. You will collaborate with field leadership, support functions, and cross-functional stakeholders to improve accountability, service delivery, and operational consistency. The position offers the opportunity to influence operational scale, customer outcomes, and organizational performance within a regulated financial services environment.

Location: Remote - US based candidates only, no visa sponsorship available.

Responsibilities

• Coordinate operational readiness activities for customer support initiatives
• Partner with various teams to align on operational requirements
• Manage communications for operational readiness including updates and stakeholder coordination
• Maintain a centralized roadmap of initiatives and their dependencies
• Lead planning for new product launches and tooling updates
• Review change requests and assess operational risks
• Establish timelines and coordinate implementation with technical partners

Qualifications

• 3-5 years of experience in operational roles within SaaS, fintech, or tech environments
• Proven ability to coordinate cross-functional initiatives
• Strong judgment in prioritizing operational tasks
• Experience improving operational processes and documentation
• Exceptional organizational skills with a high quality execution track record
• Excellent communication skills to simplify complex information
• Experience leading operational change initiatives

Pay

$109,500 – $152,100 annually

Benefits

• Base salary and equity (stock options/RSUs)
• Comprehensive health and wellness benefits
• Flexible working arrangements
• Opportunities for professional development
• Inclusive company culture promoting diverse viewpoints