Transformation Manager, Technical Support (East Coast)
Core
Own the execution of the global Technical Support transformation, translating strategy into an integrated operating plan and driving initiatives from concept through implementation.
Role type
Senior transformation manager (customer experience)
Builds
Integrated operating plans for Technical Support transformation
Domain
Cybersecurity / Enterprise SaaS / Customer Experience
Required skills
Program leadership, BPO vendor governance, change management, data-driven process optimization, stakeholder influence, business case development, operating model design
Preferred skills
Enterprise Technical Support transformation, AI and automation implementation, partner-led support models, Lean/Six Sigma/Agile methodologies, cybersecurity domain knowledge
Technologies
Support platforms, CRM, case management systems, knowledge platforms, AI support tooling, workforce-management technologies
Responsibilities
Own end-to-end Support transformation plan and milestones; Manage strategic BPO relationships and performance; Partner with leaders to develop Partner-Led Support models; Establish transformation governance and executive reporting; Define and track business case impact; Identify operational friction and drive improvements; Partner cross-functionally to drive execution; Implement operating-model changes and change management.
Seniority
Senior, hands-on IC
