Customer Support Strategy Manager

21 hours ago

Chicago, Illinois, United States Okta, Inc. Full time
Customer Support Strategy & Operations Manager Opportunity

Okta, Inc. is seeking a highly skilled Customer Support Strategy & Operations Manager to join our team. As a key member of our Customer Support Operations team, you will play a critical role in developing and implementing strategies to drive exceptional customer experiences.

Key Responsibilities:
  • Owning key projects and initiatives for Support from inception to go live, including requirements gathering, documentation, and user acceptance testing.
  • Driving requirements and implementation of operational and policy strategies, policies, workflow processes, and standards.
  • Establishing and nurturing collaborative relationships with stakeholders across IT, Support, and various departments to foster a culture of teamwork and enhance productivity.
  • Maintaining and extending the use of Salesforce and other support systems through ongoing collaboration with the business and technology teams on business requirements.
  • Helping to communicate systems changes to Support and being a central point of contact for questions.
  • Acting as the subject-matter expert and providing answers, guidance, and help to the Support teams.
  • Managing production support systems issues, troubleshooting, and ensuring business continuity.
Requirements:
  • Proven track record (5+ years) in customer support operations or a similar role, with a focus on strategy development, process optimization, and team leadership.
  • 3+ years of experience with Salesforce Service Cloud.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.
  • Experience with Jira, Asana, Confluence, Zapier, PagerDuty, Tableau, or similar tools.
  • An understanding of relational databases (MySQL, SQLite, PostgreSQL, SOQL).
  • Familiarity with scripting languages (Python, Javascript, etc.) is a plus.
  • Demonstrated project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
  • Strategic mindset with a passion for delivering exceptional customer experiences.
  • Adaptability and resilience in a fast-paced and evolving environment.
  • Bachelor's degree in Business Administration or Information Technology or equivalent experience.
Additional Requirements:
  • This position requires the ability to access federal environments and/or have access to protected federal data. As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee).

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application or interview process, please use this Form to request an accommodation.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy.

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