Senior Program Manager Product Support Strategy & Operations- #26-11709

About the Role
We are seeking an experienced Senior Program Manager to drive product support strategy, launch readiness, user insights, and operational excellence for a fast-paced technology organization. This role sits at the intersection of Product, Support, Operations, Analytics, and User Experience, ensuring seamless product launches and continuous improvements across customer support channels.
The ideal candidate will bring strong experience in user support operations within tech organizations, exceptional cross-functional collaboration skills, and a data-driven approach to identifying and resolving user pain points. Experience working within large-scale technology ecosystems, particularly at Google, is highly preferred.

Key Responsibilities
Launch Management & Readiness

• Lead end-to-end launch readiness activities across multiple support channels including Help Center, Community Forums, Social, and In-Product Feedback systems.
• Partner closely with Product Managers, Engineers, UX Researchers, Legal, and other product stakeholders to understand launch timelines, feature details, and user impact.
• Coordinate with cross-functional support teams including Content, Tools, Analytics, and Operations teams to ensure successful product launches.
• Conduct post-launch monitoring to identify emerging issues, escalate risks, and triage bugs to appropriate teams for resolution.

User Voice & Experience Insights

• Analyze user feedback from multiple channels including in-product feedback, support forums, community discussions, and social platforms to identify trends, bugs, and friction points.
• Translate user feedback into actionable insights that support data-driven decision-making and improve the overall user experience.
• Identify and prioritize support and experience improvements across customer-facing support channels.
• Advocate for product and process enhancements that proactively reduce user issues and improve self-service experiences.

Metrics Reporting & Operational Analysis

• Gather, track, and report operational and support performance metrics on a recurring cadence.
• Investigate performance anomalies, identify root causes, and drive restoration plans in partnership with cross-functional teams.
• Leverage analytics tools, dashboards, and AI-enabled capabilities to uncover insights and improve operational efficiency.

User Escalation Management

• Investigate, manage, and resolve user escalations in a timely and customer-focused manner.
• Monitor escalation trends and partner with relevant teams to implement preventative solutions.
• Use escalation insights to improve Help Center content, workflows, and support experiences to increase user self-service success.

Required Qualifications

• 5+ years of experience in Program Management, Product Support Operations, Customer Experience, or related functions within technology organizations.
• Hands-on experience supporting product launches and managing support readiness across multiple customer channels.
• Strong experience analyzing user feedback, identifying issues, and driving operational improvements.
• Proficiency with analytics, reporting tools, and AI-enabled workflows for support operations and insights generation.
• Excellent written and verbal communication skills, including executive-level presentations and stakeholder management.
• Ability to work independently in fast-paced, ambiguous environments while collaborating effectively across global teams.
• Strong problem-solving, prioritization, and organizational skills.

Preferred Qualifications

• Prior experience working at or supporting Google environments/products.
• Experience working with Help Center platforms, community support ecosystems, and in-product feedback tools.
• Familiarity with support operations, content strategy, and cross-functional product operations.
• Experience leveraging AI tools and automation to improve support workflows and operational efficiency.

About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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