Readiness Program Manager

Zapier • San Francisco, CA

1d • Remote

About The Position

Support Readiness drives scalable, AI-driven systems and frameworks that ensure Support is prepared, confident, and aligned for every product and feature launch. To achieve this, the Readiness Program Manager (RPM) ensures that readiness, knowledge, and training operate as one cohesive ecosystem that continuously improves over time.
This role bridges project management, knowledge governance, and readiness to orchestrate the flow of information between Support, Product, Build, and the wider GTM team. The RPM ensures that everyone in Support has the right mix of knowledge and enablement, at the right time, to deliver a fast, accurate, and exceptional customer experience.
The RPM also owns Support’s training framework, along with the Readiness Specialist, and will partner with Tech Leads and Global Support ICs to coordinate new hire, upskilling, and refresher training. The RMP will foster feedback loops between Quality, VoC, and the queue-facing roles to understand pain points, trends, gaps, and insights that can be addressed through training initiatives.

Requirements

• 5+ years of experience in Program Management, Enablement, or Knowledge/Change Management (ideally within a Support or Operations org).
• Proven ability to manage complex, cross-functional initiatives with multiple stakeholders and dependencies.
• Strong understanding of product readiness, enablement strategy, and knowledge management principles.
• Experience designing and managing new hire training or onboarding frameworks.
• Excellent communication and relationship-building skills — able to navigate ambiguity and drive alignment across diverse teams.
• Ability to scale processes, frameworks, and generate resources using AI and automation.
• Data-driven mindset: able to define, track, and interpret success metrics that demonstrate readiness impact.
• Comfortable working autonomously in a remote, fast-paced environment.

Responsibilities

• AI Integration & Process Optimization
• Build frameworks for human-in-the-loop QA and readiness validation, aligning with Zapier’s AI orchestration principles.
• Readiness Ownership
• Help direct/coordinate the day-to-day work of the Readiness Specialist, including readiness coordination, live trainings, curriculum refinement, knowledge updates, and general content creation, updates, and validation. There are no people management responsibilities associated with this role.
• Own and continuously evolve Support Readiness, ensuring it’s scalable, predictable, measurable, and meeting ICs where they’re at. Here’s what this might look like:
• Evolving our current approach to Readiness to lean more heavily on AI and automation to ensure notifications are timely, relevant, drive engagement, and are surfaced to ICs in the right places.
• Creating and managing end-to-end readiness for new products and features by collaborating with Product and Build. As Product and Build standardize their use of ProductBoard and Epics, there’s an opportunity to build the robot and reduce the manual efforts readiness currently requires.
• Coordinating the delivery of readiness materials with Support Teams, including live sessions, demos, async learning materials, etc.
• Utilize data and metrics to understand the impact and engagement of readiness efforts to make course corrections as needed to drive engagement.
• Seek out readiness feedback via office hours, small team meetings, listening tours, etc., every planning cycle to ensure we’re meeting the readiness needs of Support.
• Oversee the new hire training framework for Global Support, ensuring onboarding content and delivery align with Zapier’s readiness standards and technical expectations.
• Update and evolve our current new hire curriculum to be more technical and revolve around on-the-job training with agents in the queue.
• In partnership with QA, Tech Leads, and MTLs, identify and coordinate coaching, upskilling, and refresher sessions post-graduation.
• Standardize daily progress updates and feedback for new hires and MTLs.
• Continuously collaborate with Tech Leads, Readiness Specialist, and Global Support ICs to identify and address emerging enablement needs.
• Utilize data to drive upskilling decisions based on metrics, QA, satisfaction, etc.
• Sandboxing opportunities to connect new product and feature readiness with
• Cross-Functional Readiness & Enablement
• You’ll serve as the primary readiness point of contact between Product and Engineering, ensuring Support is informed, trained, and ready for new product and feature releases.
• You’ll be the Support stakeholder for readiness efforts that span Go-to-Market, Product, Build, and other departments, where you’ll distill the impacts for Support and help the team plan accordingly.
• Drive engagement and change management across Support by facilitating clear communications around product changes, launches, and readiness milestones. This could include creating content, updating knowledge, delivering launch communications, recording/hosting training sessions, etc., to ensure zero-day readiness for new products and features.
• You’ll help to delegate and manage the day-to-day workload of a Readiness Specialist, but you won’t be responsible for being their people manager.
• Knowledge & Content Governance
• You’ll own the next iteration of our knowledge management and governance approach. This will include building and refining GPTs to help create knowledge content, implementing a system for knowledge submissions, and creating and managing frameworks that prioritize and surface knowledge base articles, Rover notes, macros, etc., that need to be reviewed for accuracy and completeness.
• Collaborate with TSO to establish review cadences and validation workflows for AI-generated content, ensuring human oversight and compliance alignment.
• Identify content and process gaps surfaced through QA, Tech Leads, Escalations, or VOC, etc., and address those gaps through readiness initiatives.
• Measurement & Continuous Improvement
• Define and track readiness success metrics (e.g., escalation reduction and readiness confidence scores).
• Collect and synthesize insights from QA, Tech Leads, Escalations, Support, and VoC teams to improve future launches.
• Lead retrospectives on major launches to identify systemic improvements and codify learnings.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees