Community Support Program Manager
About The Position
Maleda Tech is seeking an experienced Community Support Program Manager to lead cross-functional initiatives within a global customer support organization. This role will drive strategic programs that enhance service delivery, operational excellence, and customer experience across multiple platforms. You will serve as the connective tissue between Customer Support, Product, Design, Engineering, Policy, and Shared Services teams - aligning stakeholders, managing execution, and ensuring initiatives are successfully launched and scaled. This is a high-impact opportunity for a collaborative and structured program leader who thrives in fast-paced, evolving environments and is comfortable engaging with senior leadership.
Requirements
- 4+ years of experience in customer service environments, including contact center operations and/or digital support
- Proven experience managing complex, cross-functional programs
- Strong understanding of customer support technologies and operational workflows
- Demonstrated ability to build business cases and measure program impact
- Experience working with and influencing senior stakeholders
- Exceptional collaboration and communication skills across global teams
- Comfortable operating in ambiguous situations and driving structured outcomes
- Ability to create compelling executive-level presentations
Nice To Haves
- Bachelor’s degree or equivalent experience preferred
Responsibilities
- Lead end-to-end program delivery including scoping, planning, execution, and launch
- Drive cross-functional alignment across support, product, engineering, and operations teams
- Facilitate stakeholder meetings and create structured action plans to ensure progress
- Develop detailed project plans and monitor milestones, risks, and dependencies
- Identify and escalate blockers with clear mitigation strategies
- Evaluate and optimize governance frameworks to improve program effectiveness
- Create executive-ready presentations and documentation
- Communicate complex concepts clearly and appropriately for varied audiences
- Adapt program strategy to align with broader organizational initiatives
- Drive measurable outcomes and continuous improvement within customer support programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
