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 analys