Lead - Program Management

About Responsive

Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee experiences. Nearly 2,000 customers have standardized on Responsive to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad hoc information requests and more. Responsive is headquartered in Portland, OR, with additional offices in Kansas City, MO and Coimbatore, India. Learn more at responsive.io.

About the Role

The role of a Program Manager of Customer Support involves overseeing and coordinating various aspects of the Customer Support function within Responsive. This role is crucial for ensuring that customer support efforts align with business goals, product strategies, and customer satisfaction objectives. Here are key roles and responsibilities associated with the position of a Program Manager of Customer Support:

Essential Functions

Strategic Alignment & Roadmap:

• Clearly define Customer Support objectives, linking them directly to overall business goals and product strategies.
• Develop a strategic roadmap outlining initiatives, milestones, and timelines for the program.

Leadership & Resource Management:

• Provide strong leadership to the Customer Support team, fostering a customer-centric and high-performing culture.
• Optimize resource allocation, considering staffing, training, and technology needs.
• Oversee multiple support projects, ensuring coordination and alignment with the broader program.

Operational Excellence & Quality:

• Implement continuous improvement processes to boost efficiency and effectiveness.
• Define and track key performance indicators (KPIs) like response times, resolution times, and customer satisfaction.
• Report regularly to senior leadership on program performance, highlighting successes and areas for improvement.
• Establish and enforce stringent quality standards to consistently meet or exceed customer expectations.
• Conduct regular audits and assessments of support operations to proactively address quality issues.

Program Lifecycle Management:

• Develop and execute plans for the closure of specific support projects or the entire program, ensuring smooth transitions and comprehensive outcome evaluations.

Education

• Bachelor's degree and/or experience in Business Administration, Project Management, or a related field.

• A master's degree or PMP certification is a plus.

Experience

• 5+ years of experience in project management.

• Strong understanding of project management methodologies, such as Agile, Waterfall, and Scrum

• Proficiency in project management software (e.g., Clickup, Jira, Excel)

• Familiarity with CRM tools is a plus (i.e. Freshdesk, Zendesk, DevRev)

Knowledge, Ability & Skills

• Exceptional communication, and interpersonal skills.

• Proven track record of managing multiple projects simultaneously, adapting to changing priorities, and delivering results.

• Ability to work independently and as part of a team

• Strong analytical and problem-solving skills

• Working in a fast paced, dynamic environment

• Detail oriented mindset