Customer Support Readiness Manager

Job Overview The Customer Support Operations and Enablement team is looking for a Support Readiness Manager who will be responsible for ensuring the technical roles across the Customer Support organization are equipped with the content, enablement assets, training and knowledge to effectively support our customers. A successful candidate will combine a solid understanding of technology and business dynamics with the ability to synthesize support requirements and corporate resources into a comprehensive knowledge transfer framework and enablement program. ResponsibilitiesCollaborate with Engineering and Product teams to implement the Transfer of Information (TOI) for support around new releases - identify and address risk items, key features, and functionality changes

Responsible for Hardware support readiness and program management, and limited software support readiness

Leverage contact driver insights and lead cross-functional effort to influence product supportability enhancements to reduce Support ticket volume

Work closely with the Customer Support leadership teams across multiple sites to identify training opportunities, determine potential ROI, and evaluate the success of support readiness initiatives and events to drive exceptional customer support

Provide programmatic support to support engineers related to all associated operational needs, including planning, and communicating the information to support engineers

Assess impacts of product/functionality changes, to existing customers and Support, and work with XFN teams to address in advance of new release(s)

Collate and present monthly status reports on organization wide initiatives to the Customer Support leadership team

Facilitate and drive weekly/bi weekly meetings with Support Delivery and Engineering teams to discuss customer impacting product defects

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Basic Qualifications

5+ years of experience in program management

7+ years of experience as part of a support delivery organization

Self-starter; strong drive and work ethic; willing to take leadership role in driving initiatives, working across organizations, and creative problem solving in a real-time, fast-paced environment

Proven ability to influence and drive changes

Excellent verbal and written communication/coordination skills

Bachelor’s degree required

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Preferred Qualifications

Technical or engineering background

Experience in a post-sales SaaS operations and readiness environment (contact support center and/or technical support highly preferred)

Demonstrated ability to engage, communicate with and present to senior level leaders and executives within the organization

PMP or other program/project management certifications a plus

Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.All your information will be kept confidential according to EEO guidelines.Explore Zoom:Hear from our leadership team (https://urldefense.com/v3/https://youtu.be/7i2otszj5g;K5ATeMLGHIlgtw!N9bFG2WvSVHNjvQfjuOpRNCRuOAVcjK-OUBF5KymSi-XOFAnfRCVoBcyNhxGRFJi6P$)

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Zoom helps people and businesses stay connected so they can get more done together. We’re the go-to communications platform for small and large businesses alike, and growing rapidly with employees working to deliver happiness across the globe. We're also proud to have a positive social impact by enabling continuity for educational institutions, governments, the healthcare sector, and many other essential industries.From meetings, chat, and phone, to webinars and online events, companies trust Zoom to power all their communication needs. Our secure, reliable, video-first cloud platform offers a frictionless experience that is simple to manage, delightful to use, and friendly to build on.Our core value is Care. To show our employees we care about their happiness and recognize their value, we employ above-market and progressive compensation programs. We believe this is achieved by analyzing total direct compensation holistically. We offer all employees equity, allowing them to become owners who are vested in and benefit from the long-term success of the company.Our CEO, Eric S. Yuan, founded Zoom in 2011 as a video-first communications platform focused on delivering happiness to customers worldwide. We're proud to be a recognized Leader in the 2020 Gartner Magic Quadrant for Meeting Solutions and Unified Communications as a Service, winner of the 2020 Forbes Cloud Computing Awards for Best Product, winner of the Frost & Sullivan 2021 Connected Company of the Year award, and a Leader in the IDC MarketScape for European Collaboration Tools for Education, 2020.