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Launch Operations Program Manager
2 months ago
We're a mission-driven company dedicated to empowering individuals, teams, and organizations to tailor their software to solve complex problems and take on ambitious challenges. Our goal is to make software development accessible to everyone, and we're committed to building a diverse and creative team that reflects the millions of people we reach worldwide.
About the RoleThe User Operations team is a critical function within our Customer Experience (CX) organization, responsible for maintaining clear lines of communication between customers and our Product, Engineering, and Design (EDP) teams. As the Launch Operations Program Manager, you will be the key liaison between CX and EDP, ensuring seamless collaboration and effective communication throughout the product development process.
Key Responsibilities- Build strategic partnerships with Product, Engineering, and Marketing teams to understand upcoming feature launches and their impact on customers and the CX team.
- Represent the CX team cross-functionally, ensuring input and collaboration at every stage of the product development process, from ideation to planning and global launch.
- Develop and manage a robust launch readiness process that drives internal alignment and leverages data to accurately forecast user impact and support needs.
- Manage the release cycle for the CX org, building an efficient and repeatable launch motion from employee testing to alpha/beta release to general availability.
- Collaborate closely with scaled and direct support teams to drive CX enablement, ensuring sufficient time and resources for pre-launch training, user education, and staffing.
- Drive continuous, data-driven improvements to launch readiness process and user support experiences related to new features, early access releases, experiments, and campaigns.
- Be an advocate for our customers and a thought partner to CX leadership.
- 12+ years of experience in scaled support, program management, operations, or customer experience in the technology industry.
- Experience building internal processes, managing global programs, and driving continuous improvement across technical and business functions.
- Professional and persuasive communication skills with a track record of driving change management and influencing product, ops, and/or engineering leadership decisions.
- Experience developing a strong perspective around ambiguous problems and using data to successfully advocate for a solution.
- Familiarity with the product development lifecycle at a SaaS or other software company.
- Demonstrated experience navigating ambiguity and achieving outcomes in fast-paced environments.
- Project Management Professional (PMP) or similar certification.
- Strong data reporting and data analytics skills.
- Direct experience leading launch operations at a fast-growing company.
We're committed to building a diverse and inclusive team that reflects the millions of people we reach worldwide. We believe that diversity and inclusion are essential to our success, and we're dedicated to creating a workplace where everyone feels valued, respected, and empowered to contribute their best work.
