Asana · 3 weeks ago
Strategic Support Operations Manager
Arizona City, AZ
Full-time
Hybrid
Senior Level, Lead/Staff
$190K/yr - $223K/yr
8+ years expAsana is a leading platform for human + AI collaboration, and they are seeking a Strategic Support Operations Manager to optimize their Global Support Organization. This role involves leading a team to drive operational excellence, improve processes, and support strategic initiatives to enhance customer experience.
CollaborationEnterprise SoftwareSaaSSoftwareTask Management
Responsibilities
Translate the Support strategy and multi-horizon roadmap into actionable programs, project plans, and measurable milestones
Own the successful execution of Support's roadmap, including delivery of new capabilities, process improvements, tooling enhancements, and cross-functional initiatives
Develop program governance frameworks, drive alignment across stakeholders, and ensure clear communication to leadership on progress, risks, and decision points
Drive quarterly and annual Support planning cycles, including goal-setting, resource planning, and establishing measurable success criteria
Support the creation of executive-ready insights, dashboards, and communication for Support and Company Leadership
Own program delivery of high-impact initiatives such as AI chatbot, escalation process redesign, Support-wide leveling and expectations frameworks, and other multi-quarter improvements
Establish clear success metrics, track impact, and ensure initiatives generate measurable improvements in customer outcomes and operational efficiency
Serve as a thought partner to Support leadership, offering insights and recommendations rooted in data and operational expertise
Lead, coach, and develop a team of Business Program Partners and Operations Analysts responsible for operational execution across the Global Support Organization
Foster a high-performing, customer first culture focused on excellence, accountability, and continuous improvement
Define your team's goals, workflows, and operating models to align with the Support Strategy & Excellence Roadmap
Oversee team capacity planning and prioritization, ensuring resourcing aligns to global Support needs and strategic initiatives
Ensure key operational workflows across global Support are successful and run seamlessly - including case management standards, intake/routing, knowledge programs, backlog health practices, quality management, escalations, and performance operations
Identify opportunities to streamline processes, reduce friction, and scale operations through automation, AI/agentic workflows, and best-practice adoption
Partner with global Support leaders to mature foundational processes and operating procedures that uplevel effectiveness, predictability, and service consistency across regions
Drive change management for global Support programs, ensuring smooth rollouts, adoption, and ongoing optimization
Serve as a liaison and mediator across teams to clarify ownership, streamline handoffs, and resolve operational blockers
Qualification
Required
8+ years of experience in Support Operations, CX Operations, Program Management, or a related function within a high-growth SaaS environment, with 3+ years leading teams of program managers, business partners, operations and data analysts, etc
A builder and operator with a proven track record of translating strategy into execution - owning complex roadmaps, driving operational rigor, and delivering measurable impact across multi-quarter initiative
Deep expertise in support processes, workflow design, systems/tooling, and operational best practices (e.g., case management, escalations, quality programs, WFM, knowledge operations)
Highly analytical with strong data fluency - you are comfortable building dashboards, interpreting trends, defining KPIs, and using data to influence decision-making at the leadership level
A strong people leader who develops high-performing teams through clarity, coaching, accountability, and a customer-first mindset
Skilled at operating in ambiguous, fast-paced environments, bringing structure, prioritization, and focus to complex operational problems
A cross-functional leader and influencer who excels at partnering with Product, Engineering, Support, CX, Sales, Finance, and Legal to drive alignment, resolve blockers, and release high-impact programs
Exceptional communicator with an ability to produce executive-ready content that is clear, concise, and strategic
Experienced in leading change management for global teams and driving adoption of new processes, tools, and operating models
Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
Benefits
Mental health, wellness & fitness benefits
Career coaching & support
Inclusive family building benefits
Long-term savings or retirement plans
In-office culinary options to cater to your dietary preferences
Company
Asana
Asana is a software company that specializes in the fields of work management, productivity, team goals, and project execution.
1001-5000 employees
H1B Sponsorship
Asana has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (47)
2024 (81)
2023 (82)
2022 (93)
2021 (51)
2020 (41)
Funding
Current Stage
Public CompanyTotal Funding
$453.2MKey Investors
Silicon Valley BankManhattan Venture Partners (MVP)Generation Investment Management
2020-09-30IPO
2020-08-15Undisclosed
2020-06-08Debt Financing· $200M
Leadership Team
Dan Rogers
Chief Executive Officer
Dustin Moskovitz
CEO & Co-Founder
Recent News
2025-12-10
2025-12-09
Company data provided by crunchbase