Senior Manager, Customer Support Strategy & Operations

The Business Technology Team

The Business Technology (BT) team at Okta is the internal IT organization responsible for the technology infrastructure, applications, and services that empower Okta employees globally. We partner across the business to deliver solutions that drive productivity, collaboration, and innovation. Effective financial management and operational discipline are critical to our success in enabling Okta's rapid growth and ensuring we operate efficiently.

Senior Manager, Customer Support Strategy & Operations

The ideal candidate must be comfortable working with both highly technical and non-technical disciplines to ensure that program inputs and requirements are transformed into appropriate outputs and results. They should be able to identify, manage, and mitigate risks, and create repeatable processes allowing scale and leverage. This person must also have knowledge of internal Support and Services business processes and a desire to help build the internal infrastructure to enable an Enterprise Class service and support organization. We are looking for people who thrive in a fast paced, dynamic environment and can take something from idea to execution with ease.
As Senior Manager of the Customer Support Operations team, you'll be leading a team of Business Systems Analysts to maintain and scale the support technology systems. You’ll work cross-functionally with other teams and Executives to help the Business in making informed business technology/process decisions that allow support management to quickly and accurately respond to opportunities and be able to take actions. You’ll be involved from project inception to design through to project delivery, ensuring that the business requirements are clearly documented and implemented delivering high-quality and relevant customer experiences.

What you’ll be doing 

• Lead a team of business system analysts and managers to deliver outstanding support and enhance operational efficiency of the customer support business team.
• Oversee the design, implementation, and continuous improvement of customer support business processes and workflows that will reduce technical debt, gain efficiencies, and scale the business.
• Establish and nurture collaborative relationships with internal stakeholders across IT, Support, and various departments to foster a culture of teamwork and enhance productivity.
• Manage the run the internal business and system enhancement portfolio and facilitate the prioritization of work based on business strategy.
• Maintain and extend the use of Salesforce and other support technology systems through ongoing collaboration with the business and technology teams on business requirements.
• Support the creation and maintenance of system workflows to facilitate notifications.
• Manage system change communications and inform enablement plans.
• Manage production support systems issues, troubleshooting, and ensure business continuity.
• Ensure our systems are secure and include proper controls to mitigate against security threats. 

What you’ll bring to the role

• Bachelor's degree in Business Administration or Information Technology
• Proven experience (5+ years) in internal customer support operations or a similar role, with a focus on strategy development, process optimization, and team leadership.
• 5+ years of experience in people management, including mentoring, coaching, and performance management.
• 3+ years of experience with Salesforce Service Cloud
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.
• Experience with Jira, Asana, Confluence, Zapier or similar tools.
• Demonstrated project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
• Strategic mindset with a passion for delivering exceptional customer experiences.
• Adaptability and resilience in a fast-paced and evolving environment.