Description:

Job Title: Program Manager, Customer Support

Customer Support plays a critical role in supporting Airtable’s continued growth, helping unblock customers directly while also distilling customer feedback to prevent the same challenges from cropping up again. As the Operational Excellence Manager your work will multiply the impact of our in-house and outsourced Customer Support team by driving continuous improvements in operational efficiencies and processes to support the business’s continued success. This is an individual contributor role.

The Customer Support Operational Excellence Manager is responsible for creating a more reliable high quality customer experience while delivering financial savings for Airtable. An ideal candidate is analytical, detail oriented, works effectively with cross functional partners, and is exceptional at managing change.

What you’ll do

• Develop a data-informed strategy for implementing standardization around Support’s most common processes.
• Drive change management and compliance across the team by leveraging compelling data, clear narratives, training, and high quality documentation.
• Define and track program objectives and success metrics. Quantify the impact of process and efficiency improvements and adjust your roadmap accordingly.
• Standardize Support education to ensure a streamlined and effective onboarding process for new team members and to prepare the team for product launches.
• Work in close partnership with Support Managers and our outsourced partner(s) to foster a culture of continuous improvement. Ensure they are equipped to teach, monitor, and deliver feedback on product changes
• Act as a trusted advisor to Support leadership, GTM Enablement, and Strategic Operations by providing guidance and insights on how to better support product launches, product feedback, outsourced partner success, escalated issues, and role definition.
• Stay up-to-date with industry trends and best practices to ensure our customer experience and agent-assistance tools are innovative and drive business impact.

Who you are

• You have 3+ years of experience on a customer-facing or customer-oriented team, preferrably Customer Support
• You thrive on driving projects and programs that create an impact for our business and customers. You enjoy the dynamic growth opportunities created by a fast-paced and ever-changing environment.
• You effectively gain buy-in from all types of stakeholders with strong written and verbal communication, data, first-principles thinking, customer stories, and clear expectations.
• You are a self-starter, highly organized, adept at multitasking and can prioritize to create focus on the most impactful opportunities.
• You have experience using support tools, metrics, and reporting to drive strategic planning and change.
• You have demonstrated success in developing SOPS and support training materials.

Compensation awarded to successful candidates will vary based on their work location, relevant skills and experience. The base salary range for this role is $152,000 – $206,000 for work locations in San Francisco, Mountain View, Seattle, NYC and LA. For offices outside of these locations the base salary range is $137,000 – $185,000. Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation. To learn more about our comprehensive benefit offerings, please check out Life at Airtable.

Airtable is an equal opportunity employer. We embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds, experiences, abilities, and perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any characteristic protected by applicable federal and state laws, regulations and ordinances. Learn more about your EEO rights as an applicant. 

VEVRAA-Federal Contractor

If you have a medical condition, disability, or religious belief/practice which inhibits your ability to participate in any part of the application or interview process, please complete our Accommodations Request Form and let us know how we may assist you. Airtable is committed to participating in the interactive process and providing reasonable accommodations to qualified applicants.