Operations Program Manager

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Swooped
United States, US
  • Hardware
  • FullTime
  • Applications have closed

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking “Apply” takes you to Swooped to review the role and hiring company details.

About Our Client

Our client is growing its team of passionate creatives and builders on a mission to make design accessible to all. The platform helps teams bring ideas to life—whether you’re brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, the organization empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you’re excited to shape the future of design and collaboration, join the team!

Program management goes beyond tracking timelines—it’s about enabling scale, driving clarity, and delivering meaningful outcomes in a fast-moving, product-led organization. The company is looking for a strong individual contributor to lead complex, cross-functional programs that help Product Support scale while maintaining a high-quality customer and specialist experience.

About The Role

As anOperations Program Manager on Product Support, you’ll own high-impact initiatives that sit at the intersection of support operations, tooling, and process improvement. You’ll work closely with partners across Product Support, Engineering, Product, Analytics, Legal, and Security to turn ambiguous problems into structured plans and shipped outcomes. This role has real impact both internally—by enabling specialists to do their best work—and externally—by improving how customers experience support as the organization grows.

This is a full time role that can be held from one of our US hubs or remotely in the United States.

Key Responsibilities

  • Own and drive complex, cross-functional programs that improve the scalability, efficiency, and quality of Product Support.

  • Lead initiatives end-to-end, from problem definition and planning through execution, rollout, and iteration.

  • Partner closely with Engineering, Product, Data, and Support teams to deliver tooling, workflow, and process improvements.

  • Bring structure to ambiguous problem spaces by defining scope, success metrics, milestones, risks, and operating rhythms.

  • Support change management and adoption for new tools and processes, ensuring teams are set up for success through transitions.

  • Identify and surface insights from support data, customer feedback, and operational signals to inform prioritization and improvements.

  • Communicate progress, tradeoffs, and decisions clearly to stakeholders and leadership.

Required Qualifications

  • Proven ability to lead complex programs as a Program Manager or similar role, with clear ownership from start to finish.

  • Experience working with Customer Support, Product Support, or Customer Operations teams.

  • Comfort partnering with technical teams and operating across both operational and technical problem spaces.

  • Strong communication and influencing skills, with the ability to drive alignment without direct authority.

  • A high-ownership mindset, strong attention to detail, and comfort navigating ambiguity in fast-paced environments.

Preferred Qualifications

  • Worked on support tooling, internal tools, or operational workflows.
  • Supported community, social, or forum-based support channels.
  • Exposure to global or multi-language support environments.
  • Partnered with workforce management, vendor operations, or analytics functions.

Compensation and Benefits

If based in the San Francisco or New York hub offices, this role has the annual base salary range stated below. Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.

Salary Range

$122,000—$178,000 USD

Examples of accommodations include but are not limited to:

  • Holding interviews in an accessible location
  • Enabling closed captioning on video conferencing
  • Ensuring all written communication be compatible with screen readers
  • Changing the mode or format of interviews
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