Strategic Operations Lead

Asana•San Francisco, CA

6d•Hybrid

About The Position

The Customer Support team helps customers find clarity in their work and get results with Asana. We are Asana experts and productivity savants who are passionate about investing in our customers’ success. Within the organization, we amplify our customers’ voices in product development, and we encourage that dialogue through our support channels. We measure our success by our customers’ success, and we get there by exemplifying empathy with our customers. As a Strategic Operations Lead (L5) on the Customer Support team, you are a key contributor to Asana's Services & Support transformation. Reporting to the Strategic Support Operations Manager, you will own the internal Support knowledge base—the core content layer that fuels our AI-powered chatbot, self-service tools, and overall team effectiveness. You will partner cross-functionally with Support, Services, Program Management, and Product teams to translate business changes into clear documentation, while managing projects that advance our strategic operations roadmap in a fast-paced agentic environment. This role is based in our San Francisco office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

Requirements

Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
5+ years of experience in project management, support operations, or business operations within a SaaS environment.
Hands-on experience managing knowledge base platforms (such as Confluence, Salesforce Knowledge, Slab, or Glean) and familiarity with content architecture.
Operationally minded systems thinker comfortable with bringing structure to fast-paced, ambiguous environments.
Proven capability in executing change management frameworks and drafting clear internal communications.
Comfort working with data dashboards, identifying operational trends, and communicating complex insights clearly across cross-functional teams.
Strong ownership mentality with experience using collaborative work management tools like Asana.

Responsibilities

Optimize and maintain Asana’s internal Support knowledge base; including structure, templates, tagging, and version control to improve CSAT, time to resolve, and QA scores
Author, publish, and revise knowledge content, quick text, and macro copy for internal stakeholders, customer-facing tools, and the Asana Support Chatbot; streamlining commonly repeated processes and improving response quality and consistency across channels
Implement AI workflows and automations to decrease time to publish, increase article usability, increase tonal & structural consistency, and maintain content accuracy and relevance over time
Partner with Support, Engineering, Product, and Enablement to stay ahead of upcoming changes and ensure documentation is ready before they reach the team
Translate requirements into actionable project plans with clear timelines, owners, and success metrics
Coordinate cross-functional workstreams, track milestones, and surface risks to keep programs on track
Help socialize program progress through regular reporting against team and department KPIs
Support quarterly and annual planning by documenting goals, timelines, and dependencies
Document and improve standard operating procedures across case management, escalation protocols, and service delivery
Identify workflow friction points and propose solutions using automation, AI tools, and best practices
Coordinate across Operations pillars (Tooling/Automations, Knowledge Management, Analytics, WFM) to support smooth program rollouts
Contribute to and execute Asana's change management framework for drafting, socializing, and documenting internal updates.
Partner with program managers and Support and Services leadership to communicate changes clearly and drive adoption across both teams
Track adoption of new tools and processes post-launch, identifying where additional enablement or follow-up communication is needed
Serve as a point of contact across Services and Support to clarify ownership, streamline handoffs, and resolve communication blockers