Customer Support Business Systems Manager

San Francisco

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Asana’s Enterprise Technology team is looking for a seasoned manager for its Customer Support Business Systems.  As a manager for this area, you’ll provide domain and technical leadership, guide architectural and design decisions on complex programs to build solutions and features that scale, deliver near and long-term value for our Customer Support team, help them be efficient and do their best to provide world class support to Asana’s Customers globally. You will be in a key leadership position on the team and will report directly to our Head of Enterprise Technology. 

What you’ll achieve

  • You will assess and gain a thorough understanding of Asana’s business model, business processes, tools and technologies to drive improvements that enable automation, velocity and operational simplicity for our Customer Support team
  • Build and grow the customer support systems team by identifying roles, structure, team processes that are necessary to help the team be successful
  • Help foster a culture focused on speed, agility, introduce good process but ensure that it does not become a hindrance to progress.
  • You will work closely with Customer Support Operations and cross functional business partners to understand their strategies, partner to establish priorities, align resources and schedules to ensure predictable, high-quality outcomes.
  • Establish a solid execution structure to implement projects, enhancements that create quick wins and provide exceptional support to productionized systems
  • Coaching and mentoring team and business partners on Agile/Scrum/Lean principles and practices
  • Use strong technical and business acumen to manage risk and escalate impediments through a defined process for faster decision making

 

Who you are:

  • You are an experienced technology leader with deep domain knowledge and have leveraged this to build, enhance and maintain systems that create efficiencies for Customer Support teams
  • You have at-least 5 + years supporting Customer Support teams as a process and technology expert
  • Have a track record of successfully leading large scale organizational transformation efforts with teams across the company. 
  • Good understanding of Customer Support processes, tools/systems and common pain points that arise in a growing company. Solid familiarity with support channels  - Inbound support, outbound customer management, workflows, workforce management and systems with ability to understand need, drive change to increase efficiency 
  • Demonstrable success managing teams implementing and supporting large scale enterprise applications especially Salesforce, Zendesk, Chat, Email etc
  • Strong experience deploying, enhancing and maintaining systems meeting the needs of public company environment 
  • You are empathic to your stakeholder’s challenges and have the willingness to champion their problems for prioritization
  • You have helped development teams through periods of rapid growth and scale, understands the big picture and the importance of investing in the core technical foundation.
  • Experienced building a diverse and inclusive culture, with teams that are eager to learn and deeply curious
  • You are data driven and use data to make decisions on designs, solutions and also present the same to others to guide decision making and future planning
  • You are a collaborator, co-creator and you ‘act like an owner’ in solving problems and challenges together vs presenting problems
  • You build strong relationships and partnerships, are able to resolve conflicts and issues with the goal of improving and maintaining positive relationships.
  • You thrive in the gray and can wear multiple hats at any given time
  • Thorough understanding of the project lifecycle; ability to adjust and apply this knowledge in a dynamic environment without being dogmatic. Knowledge of agile-aligned methodologies 

 

 

About us

Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named a Top 10 Best Workplace for 5 years in a row, is Fortune's #1 Best Workplace in the Bay Area, and one of Glassdoor’s and Inc.’s Best Places to Work. After spending more than a year physically distanced, Team Asana is safely and mindfully returning to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture. With 11+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong.

 

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status.

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Why Asana?

We’re growing fast to achieve a big mission that drives us every day. Passionate and curious people like you will help us achieve it. A supportive team, award-winning culture, and unique growth opportunities will empower you to do your best and most impactful work at Asana.

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