Customer Support Strategy & Operations Manager

Customer Support Strategy & Operations Manager- United States Remote 

This individual will play a key role in the business and requirements definition, implementation, and on-going maintenance for Customer Support’s tools and systems by understanding the business processes and how systems can help facilitate these processes.

This position will often serve as the primary customer interface in understanding and documenting business requirements that solve a business need and serve as the lead in conjunction with Business Technology (BT) development in developing new processes or enhancing current processes. This role will partner closely with the Customer Support team to enhance our systems and drive the implementation of long and short term business strategies to effectively achieve policy objectives. This is a cross-functional role, requiring tight partnership with Okta’s Customer First teams, Security, Business Technology, and Data and Analytics.  

Required Skills & Qualifications:

  • Oversee and maintain our Salesforce Service Cloud environment for Federal customers in collaboration with our Business Technology team.
  • Drive Support technology roadmap and architecture to evolve the business and meet the needs of our Federal customers.
  • Own key projects and initiatives for Support from inception to go live (including requirements gather, scope documentation and testing).
  • Drive requirements and implementation of operational and policy strategies, policies, workflow processes and standards. 
  • Collaborate with Workforce Management to monitor and report accurate forecasting of resources and needed capacity to support coverage models.
  • Strive for constant improvement through processes that increase efficiency and consistency across all teams and geos with the mentality of improving CSAT
  • Develop standard operating procedures across all our systems and tools. 
  • Document Customer Support processes.
  • Partner with Engineering, Product and Security to develop cross-functional best practices. 
  • Drive a culture of case reduction and measurable improvement through process, product, documentation and training enhancements

Required Skills & Qualifications: 

  • Bachelor's degree in Business Administration or Information Technology.
  • 7+ years of business analysis experience supporting programs of significant complexity.
  • Experience with Salesforce Service Cloud is a must.
  • Previous experience working with a Customer Support organization, specifically one that supported the Federal space.

((Colorado, New York and Washington only*) Minimum salary of $117,000/year + bonus, commission, or variable comp (depending on role) + equity + benefits)

Okta is an Equal Opportunity Employer.

#LI-Remote

Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located.  We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live.  Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs.  Find your place at Okta https://www.okta.com/company/careers/. 

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta.  More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.

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