Support Program Manager, Partnerships

Skills

About the Role

You will lead support readiness for cloud and strategic partnerships, from launch planning to operational design and ongoing execution. You will work with Engineering, Product, go-to-market teams and external partners to define customer journeys, workflows, escalation paths and success metrics, and use AI and automation to scale operations.

Requirements

• 8+ years in program management, support operations, partnerships or related roles in a fast-paced technology environment
• Experience working with engineering teams to translate technical requirements into operational plans
• Experience with cloud platforms, cloud-provider partnerships or complex enterprise products
• Ability to navigate ambiguity and align internal teams and external partners
• Cybersecurity or life sciences experience is a plus

Responsibilities

• Lead support readiness for cloud and strategic partnerships
• Partner with Engineering, Product, go-to-market and external partners to develop support models
• Define partner-specific customer journeys, workflows, escalation paths and ownership models
• Identify operational and technical risks and align stakeholders on solutions
• Establish success metrics and operating rhythms
• Use AI and automation to improve partner support workflows

Benefits

• Equity
• Performance-related bonus
• Medical, dental, and vision insurance with HSA employer contributions
• Health FSA, Dependent Care FSA, and commuter pre-tax accounts
• 401(k) with employer match
• Paid parental leave
• Paid medical and caregiver leave
• Flexible PTO
• 13+ paid company holidays and company office closures
• Mental health and wellness support
• Employer-paid basic life and disability coverage
• Annual learning and development stipend
• Daily meals in offices and meal delivery credits
• Relocation support
• Charitable donation matching and wellness stipends