Strategic Support Operations Manager

Asana•Arizona City, AZ

12h•Hybrid

About The Position

The Strategic Support Operations Manager plays a critical role in shaping and optimizing the operational engine behind Asana’s Global Support Organization. As a key member of the Support Excellence & Operations Team reporting to the Head of Support Excellence & Operations, this leader will lead a team of Business Program Partners and Operations Analysts, and will drive operational rigor, improve processes and systems, elevate Support performance, and support multi-horizon strategic initiatives across the Global Support Organization. This individual will combine analytical depth, operational excellence, strategic problem-solving, and strong cross-functional influence to ensure Support is positioned to deliver an exceptional customer experience at scale. This role can either be fully remote depending on which US state you live in, or based in our New York, Chicago, or San Francisco office with an office-centric hybrid schedule. If based in-office: 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. What you’ll achieve: Support Strategy, Roadmap Execution & Governance 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 Team Leadership & Organizational Enablement 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. Operational Excellence & Process Innovation 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. Cross-Functional Leadership & Change Management 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. About you: 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 At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply.

Requirements

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

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.

Benefits

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission.
We believe that compensation should be reflective of the value you create relative to the market value of your role.
To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.
In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits.
We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:
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
These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations.