Support Operations Program Manager (SaaS) REMOTE
Headquarters: CA, USA
URL: http://tcwglobal.com
Support Operations Program Manager (SaaS) Remote
Location: Remote
Pay: $42/hr + Benefits (Medical, Dental, Vision)
Duration: 12-month contract (potential for extension)
Schedule: Full-time, Monday–Friday
*Please note: This role requires 2–7 years of direct experience in Support Operations within a SaaS company; including ownership of support process improvements, cross-functional projects, and operational workflows. Must have experience as a Program Manager / end to end Customer Support.
Please scroll to the bottom of this posting to review an important Candidate Safety & Fraud Awareness Disclaimer from TCWGlobal.
About the Company
Founded in 2012 by two Stanford University professors, our client’s mission is to provide anyone, anywhere access to world-class learning. Today, the company is a leading global online learning platform serving millions of learners and thousands of institutions worldwide.
About the Role
Our client is seeking a Support Strategist / Support Operations Program Manager to join their Scaled Support Operations team. This person will support strategic operational initiatives that improve customer support performance, scalability, and the end-to-end customer experience for a SaaS-based platform. This role is ideal for someone who has strong experience owning projects from start to finish, improving support operations, building workflows, using data to drive decisions, and leveraging AI/automation to improve processes. The team is looking for someone who can step in quickly, independently own projects, and work across multiple teams to improve operational systems and customer support processes.
About the Role Responsibilities
Lead strategic support operations projects from start to finish, including planning, stakeholder alignment, execution, rollout, and follow-up
Own and operationalize initiatives that improve customer support processes, team scalability, and customer satisfaction
Partner cross-functionally with Product, Engineering, Marketing, Sales, and Customer Success teams to execute support-related initiatives
Create workflows, process documentation, operational playbooks, and support documentation for new programs
Analyze support operations data to identify trends, perform root cause analysis, and recommend improvements
Translate data insights into actionable programs and process changes
Optimize workflows and systems used by the support organization
Build and improve internal operational tooling that supports support teams
Improve the end-to-end customer journey by driving strategic support enhancements
Support outsourced/global support team initiatives and collaborate with leadership teams
Help drive operational improvements related to scalability, customer satisfaction, and support efficiency
Contribute to process automation initiatives using AI tools, prompt design, or workflow automation tools
Improve support team productivity by implementing tools or processes that streamline day-to-day operations
Required Qualifications
2–7 years of direct experience in Support Operations within a SaaS company (not general customer service), including ownership of support process improvements, cross-functional projects, and operational workflows
Must have experience working for a SaaS company
Experience supporting SaaS products directly
Experience owning projects end-to-end, including: project planning, stakeholder management, execution, rollout, and tracking outcomes/results
Requires strong hands-on experience using Salesforce, including workflows, objects, reporting, and operational process improvements
Experience using Jira or similar project management systems such as Asana, ClickUp, or comparable tools
Must understand how to use project management systems to manage and track operational initiatives
Strong analytical background with the ability to: identify trends, analyze operational data, perform root cause analysis, and translate findings into business actions
Experience improving KPIs such as: CSAT, SLA adherence, resolution times, efficiency metrics, and cost improvements
Requires strong understanding how to use AI beyond simple prompting, including: prompt design, workflow enhancement, automation, and process optimization
Experience applying AI or automation tools to improve workflows, increase efficiency, and support operations in a business environment
Comfortable managing multiple projects in a fast-paced environment
Strong communication skills and ability to work cross-functionally across multiple departments
Bonus: Experience supporting a global customer base
Bonus: Experience building dashboards or reporting in tools such as Looker
Bonus: Proven track record of improving KPIs (CSAT, SLA adherence, resolution time, cost efficiency)
Ideal Candidate Profile – Required
“I led this project from start to finish.”
“I built this process.”
“I improved this workflow.”
“I used Salesforce and automation to improve operations.”
“I used AI to streamline part of our team’s process.”
“I analyzed support data and identified where we needed to improve.”
TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
*Important Candidate Safety Notice**
This position has been verified and officially approved by TCWGlobal.
Please be aware that fraudulent recruiters and fake job postings may attempt to impersonate legitimate companies online. For your protection:
Only trust communication from verified TCWGlobal representatives
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To apply: https://weworkremotely.com/remote-jobs/tcwglobal-support-operations-program-manager-saas-remote