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Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favorite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s the power of data in motion in action—giving organizations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we’re building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organization. With Confluent, organizations can create a central nervous system to innovate and win in a digital-first world.
We’re looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent’s enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you’re just starting out in your career or managing a large team, you’ll be amazed at the magnitude of your impact.
About the role:
The Senior Program Manager, Support is responsible for overseeing strategic program delivery in support of Confluent’s Global Technical Support (GTS) department. This includes managing the program governance process to ensure stakeholder alignments and prioritization, as well as directly managing programs and projects that refine and transform our GTS organization. You will be responsible for establishing yourself as a trusted partner to the GTS organization and turning strategy into action by outlining the execution plans to achieve defined outcomes, all with the goal of enabling scalable execution.
This ability to employ both a strategic focus, as well as a tactical approach is a must-have in this role. The individual in this role will play a critical role in delivering a wide range of programs - from small, quick wins to complex programs. The ideal candidate will have experience working directly with Technical Support or Customer Services organizations for both mid-market and enterprise customers, or similar go-to-market experience in a high-growth environment.
This role is a part of our Customer Solutions Group Strategy & Operations team, and reports to the Director of Support Strategy & Operations. The role will directly partner with senior leadership in our GTS department, as well as work with various roles on cross-functional program teams.
What you’ll do:
- Define, manage, and refine a strategic program and portfolio governance process, to oversee and report on the intake, prioritization, scoping, and execution of programs.
- Manage the strategic program roadmap for GTS and ensure it is maintained as part of our program governance model.
- Partner with senior GTS leadership to understand and capture business objectives, stakeholders, and requirements of strategic programs.
- Scope, launch, and deliver continuous and/or time-bound programs within and beyond the GTS organization, focusing on clarifying priorities, enabling the execution of deliverables, defining program process flow, and providing continuous transparency on status and risks.
- Work with and engage across internal teams; taking a hands-on and proactive approach to progress initiatives, introducing efficiencies, and providing workflow solutions.
- Lead the introduction of new processes/workflows, by bringing proposed solutions to the teams and rolling them out in an iterative manner.
- Align with our internal enablement teams or work directly with GTS leadership to provide enablement on changes to be implemented.
- Build and maintain alignment across multiple teams for keeping a focus on execution, continuous improvement, and operational excellence.
- Track and provide status against goals and project milestones for multiple projects.
What You Will Bring:
- 8+ years of industry experience, with experience working with customer-facing teams
- Exceptional, demonstrable, track record of program management, program execution, change management, and cross-functional stakeholder engagement to deliver results.
- Understanding of technical and customer support, including common support platforms, tools, and processes
- Excellent verbal, written, and presentation skills, and experience communicating at all levels of the organization
- Strong leadership and collaboration skills; ability to influence without authority.
- Exceptional time management skills
- Open, growth mindset with a high degree of self-motivation, fostered in a face-paced, high growth, dynamic environment
- Bachelor's degree or equivalent work experience
What Gives You an Edge:
- Demonstrated experience working with enterprise technical support teams in enterprise software or SaaS company
- Experience with software development lifecycles, including Agile / Scrum
- Experience with the implementation of customer support systems, such as Salesforce, Zendesk, or Gainsight.
- Strong empathy, patience, and inquisitiveness
- Strong belief in our core values
- Ability to reach across the aisle and create, nurture and foster long term relationships
- Have fun and bring fun to this job
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Come As You Are
At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.
Confluent requires all employees (in office and remote) in the U.S. to be vaccinated for COVID-19. Consistent with federal, state, and local requirements, Confluent will consider requests for reasonable accommodation based on medical conditions/contraindications or sincerely-held religious beliefs where it is able to do so without undue hardship to the company.
Click here to review our California Candidate Privacy Notice, which describes how and when Confluent, Inc., and its group companies, collects, uses, and shares certain personal information of California job applicants and prospective employees.
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Benefits
Best Teammates on Planet Earth
Adjustable Working Arrangements
Robust Benefits
Rest and Recharge Days
Weekly Lunch SpendFlexible Paid Time Off (PTO)Confluent is Remote-First
At Confluent, we care about how you work - not where. We encourage you to apply for positions outside of the listed location or your immediate region.
