Support Operations Manager

Ping Identity•Austin, TX

About The Position

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. We are seeking a Partner Support Operations Manager to be responsible for overseeing and optimizing the processes and relationships between Ping Identity and its external partners, focusing on support functions to ensure smooth collaboration, resolve issues, and drive mutual growth. They manage the day-to-day operational rhythm, ensuring efficiency and compliance within the partner ecosystem.

Requirements

Strong project management, communication, and interpersonal skills.
Data analysis and business intelligence.
Experience in customer service, IT, or operations.
Familiarity with CRM, WFM (Workforce Management), or ERP systems (Salesforce, Oracle) is often helpful.
5+ years of experience in technical support, customer success, or a related field.
5+ years of experience managing and leading a support or service delivery team.
Proven experience working directly with external partners, vendors, or OEMs in a B2B technology environment.
Strong understanding of support methodologies, best practices, and the application of ITIL or similar service management frameworks.
Excellent written and verbal communication skills, with the ability to articulate complex technical issues to both technical and non-technical audiences.
Demonstrated ability to analyze support data to identify trends, measure performance, and drive strategic improvements.
Bachelor's degree in a relevant technical or business field, or equivalent practical experience.

Nice To Haves

Experience managing global or multi-region support operations.
Familiarity with vendor, channel, partner programs and ecosystems.
General technical knowledge and SaaS experience.
Knowledge and background in identity and security are a plus.
Certifications such as ITIL, HDI, PMP, or equivalent.

Responsibilities

Process Optimization: Evaluating and streamlining partner support processes, identifying bottlenecks, and implementing solutions to improve workflow and response times.
Performance Monitoring & Reporting: Analyzing performance metrics, establishing and tracking key performance indicators (KPIs), and generating reports to identify trends, and make data-driven recommendations for improvement.
Operational Oversight: Address day-to-day issues (telecom, routing, procedures) and ensure staffing aligns with business needs.
Strategy & Improvement: Identify trends, implement new initiatives, and drive efficiencies in partnership with vendors.
Reporting: Develop dashboards and reports to communicate performance, value, and impact to leadership.
Operational Reviews: Lead weekly, monthly, and quarterly operational reviews
Issue Resolution & Escalation: Acting as a primary point of contact for partners regarding operational inquiries, complex issues, and escalations, coordinating with internal teams to ensure timely resolution.
Compliance & Contract Management: Conducting regular audits to ensure all financial and operational transactions comply with established partner agreements and contractual commitments.
Cross-Functional Collaboration: Working closely with various internal departments to align partner activities with organizational goals and ensure a seamless partner experience.