Transformation Manager, Technical Support

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $132k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

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This company has sponsored H1B visas in the past.

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SentinelOne

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

SentinelOne is a leader in autonomous cybersecurity, known for its innovative use of AI across endpoint, cloud, and identity protection solutions. It is recognized by Gartner as a leader in the Magic Quadrant for Endpoint Protection Platforms for four consecutive years. SentinelOne's Singularity platform integrates enterprise security, offering features like AI-powered threat detection, endpoint and cloud security, vulnerability management, and threat intelligence. The company supports various industries by delivering real-time protection and operational efficiency while leveraging AI for advanced threat hunting and log analytics. With a strong focus on reducing risk and enhancing security performance, SentinelOne caters to enterprises worldwide with secure, scalable solutions.

📋 Description

• Own the end-to-end Technical Support transformation plan, translating strategy into workstreams, milestones, owners, dependencies, success measures, and implementation plans. • Serve as central program owner across AI and automation, BPO, knowledge management, self-service and deflection, tooling, process optimization, specialization, workforce efficiency, and operating-model initiatives. • Own strategic BPO relationships, including governance, performance management, capacity planning, service quality, operational reviews, issue resolution, and continuous improvement. • Partner with Support and regional leaders to develop and operationalize Partner-Led Support and new delivery models with strategic service partners. • Establish transformation governance, executive updates, decision logs, risk management, dependency tracking, accountability, and executive-level reporting. • Define and track business cases and measurable impact across productivity, cost-to-serve, case deflection, backlog, resolution times, customer experience, quality, automation, and partner performance. • Identify operational friction and recurring failure points through Support data and translate insights into process, tooling, automation, knowledge, or organizational improvements. • Partner with Technical Support, TAM, Public Sector, Engineering, Product, IT, Customer Experience, Finance, Procurement, and other teams on cross-functional execution. • Help Support leaders implement operating-model changes while maintaining continuity of customer operations and drive adoption and change management. • Support the Head of Customer Strategy and Operations on cross-CX initiatives and evaluation, decisioning, and implementation of tooling, automation, and AI.

🎯 Requirements

• 5 or more years of experience in transformation, business operations, program management, Technical Support operations, Customer Experience operations, consulting, or a comparable role. • Demonstrated experience leading or co-leading operational transformation programs from strategy through implementation, with at least one initiative at enterprise scale. • Experience working within or closely alongside a global enterprise Technical Support or Customer Support organization. • Strong program leadership skills with the ability to manage multiple interconnected workstreams, dependencies, risks, and stakeholders. • Experience with BPO or outsourced service delivery models, including vendor governance, performance management, SLAs and KPIs, quality, and continuous improvement. • Strong understanding of modern Support operating models, including AI, automation, knowledge management, self-service, case deflection, workforce optimization, and digital support. • Ability to identify operational problems through data and convert them into practical changes to processes, systems, and operating models. • Financial and operational acumen to build business cases and quantify productivity, capacity, customer, and cost impact. • Ability to influence senior stakeholders and drive execution across organizations without direct authority. • Strong change-management skills and experience implementing significant changes within live customer-facing operations. • Excellent analytical, problem-solving, communication, and executive presentation skills. • Ability to operate effectively in ambiguity and create structure around complex problems. • Cybersecurity, enterprise SaaS, or cloud technology experience is preferred. • Familiarity with Support platforms, CRM and case management systems, knowledge platforms, AI support tooling, and workforce-management technologies is preferred. • Experience with Lean, Six Sigma, Agile, PMP, or similar transformation and program methodologies is preferred. • Consulting or internal strategy experience combined with hands-on operational experience is preferred.

🏖️ Benefits

• Restricted Stock Units (RSUs) • Employee Stock Purchase Plan (ESPP) • Flexible time off • Paid company holidays and paid sick time • Gender-neutral parental leave • Grandparent leave • Medical, dental, and vision coverage • 401(k) retirement plan with company match • Life and disability insurance • Health and dependent care FSA • Voluntary benefits (hospital, accident, critical illness) • Employee Assistance Program (EAP) • ARAG pre-paid legal • Nationwide pet insurance • Cancer Care program • Global business travel medical insurance • Home office allowance • Mobile phone reimbursement • Wellness coach • Wellness/gym reimbursement • Fertility coverage • Adoption & surrogacy reimbursement