Senior Customer Support Service Delivery Program Manager

Responsibilities

• Lead high-impact programs that evolve how CX delivers support, with the first 9–12 months heavily focused on expanding and optimizing our BPO partnership.
• Identify opportunities to move work to a different service delivery model and build the case for change using customer, operational, and financial data. This could include recommending that emerging or complex work move into incubation, as well as determining when incubated work is mature enough to transition into Core
• Support, a specialized team, or our BPO partnership.
• Help define what makes work ready to move.
• Develop clear criteria for when a workflow needs incubation, when it has reached sufficient maturity and stability to graduate, and which delivery model is best positioned to own it next.
• Evaluate where AI-powered tooling could take on, augment, or reshape support work, and partner with the right teams to build a clear case for when automation creates a better customer and business outcome.
• Lead approved service delivery transitions end to end, whether work is moving into incubation, graduating from incubation, transitioning between internal teams, or moving to an outsourced partner.
• Own the program from initial scoping and business case through readiness, migration, ramp, stabilization, and handoff into long-term operations.
• Partner across Workforce Management, Enablement, QA
• Support, and other teams to build transition plans that account for capacity, training, knowledge transfer, quality, tooling, and operational readiness.

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