Manager, Product Support Programs

Partner in defining and leading strategy for the Product Support organization, collaboratively developing the long-term roadmap and working with stakeholders to drive implementation of our Big Rock Initiatives. Lead, coach, and develop a team of seasoned program managers—empowering them to navigate AI-driven change and complex cross-functional programs. Build and implement scalable program management standards, tools, and operating rhythms, with an eye toward enabling more intelligent, automated, and data-informed execution. Analyze support data, AI model performance, and team feedback to uncover trends and identify opportunities for continuous improvement and smarter support experiences. Partner with leaders in Product, Engineering, Security, and Product Support to drive alignment, identify risks, and ensure delivery of high-impact programs. Act as a strategic partner to leadership—improving how we prioritize, resource, and execute against our most important initiatives. Collaborate on annual and quarterly planning cycles and own roadmap execution, milestone tracking and reporting - with a focus on visibility into AI-driven capabilities and operational constraints. Ensure visibility and accountability for program outcomes across stakeholders, surfacing trade-offs and dependencies early.