Requirements:

7–10+ years in Support Strategy, Technical Program Management, Business Operations, or Strategic Program Management roles in fast-paced B2B SaaS or enterprise tech companies, with at least 5+ years managing people
7 - 10 years experience working with engineering or other technical teams, managing technical roadmaps and prioritizing against competing initiatives
Track record of supporting global or large-scale Support organizations with strategy, program execution and leading cross functional initiatives
Deep knowledge of Salesforce, BI Tools (Tableau, Power BI), Jira and Confluence
Operational mindset with a strategic outlook — able to both zoom in and out
Exceptional written and verbal communication; can simplify complexity into clear business narratives
Comfortable navigating ambiguity and setting direction in evolving environments
Ability to thrive and be flexible in a fast-paced environment
Experience supporting global teams and rolling out programs and change management
Familiarity with Cloudflare Product sets or networking/security/cloud infrastructure domains

What You'll Be Doing:

Manage and mentor a team of Technical Program Managers (TPMs), fostering a culture of high performance and continuous improvement
Collaborate with Customer Support leadership to define the strategic direction, vision, and roadmap of programs for their organization, acting as a trusted advisor to help navigate evolving business needs
Masterfully manage competing priorities and context switch seamlessly between projects, ensuring the team focuses on the most critical initiatives even as requirements change
Identify bottlenecks, areas for improvement and develop proposals that provide recommendations to drive change
Turn recommendations into strategic initiatives to streamline operations and enhance productivity across multiple organizations
Work with the AI PM to implement AI-powered automation and copilot solutions and AI-driven self-service for customers to solve their own product issues
Ensure your team of TPMs follows the standard SDLC for Support Tooling, adhering to a consistent approach to requirements gathering, UAT, and deployment across the TPM team
Work alongside Customer Support Regional leaders to design, align on, and deploy process change for global consistency in delivery, with a focus on customer satisfaction
Define, monitor, and report on program impact, including key success metrics and KPI improvement
Comfortable managing a team that spans multiple geographies and disciplines, and building out responsibilities

We’re not just a highly ambitious, large-scale technology company with a soul
Project Galileo: Equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools for defense
Athenian Project: Provided services to more than 425 local government election websites in 33 states
1.1.1.1: Built a faster, more secure, and privacy-centric public DNS resolver that doesn't store client IP addresses