At Fitbit, our mission is to help people lead healthier, more active lives by empowering them with data, inspiration and guidance to reach their goals.

We started our journey in 2007—as a team of two with one big idea. Since then, we’ve grown to over 1,500 employees, sold over 60mm devices, and built a health and fitness community across the globe.  In fact, the Fitbit Community has taken enough steps to walk from the Sun to Pluto!  Offering award-winning products, a top-rated mobile app and an easy-to-use online dashboard, Fitbit provides personalized experiences that help our users reach their goals. With a reenergized focus on innovative devices, interactive experiences, and enterprise health we are transforming the way consumers and businesses see health & fitness.

From your first steps as a Fitbitter, you will be at the forefront of developing new products. Our culture combines the spirit of startup with the perks of being public. We offer a competitive benefits package and amazing perks like unlimited snacks, Friday happy hours, onsite workout classes, and a strong focus on a healthy work-life balance. As part of our team, you’ll have the opportunity to grow your career, contribute your ideas to life-changing products and services, and—above all—have fun doing it.

Fitbit’s HQ campus is located in the heart of San Francisco with office locations in Boston, San Diego and around the world. Think you’ve found your fit?


The role:

The Fitbit Customer Support Strategy & Readiness Director will deliver high priority strategic projects across the organization responsible for supporting Fitbit’s customers. Based in San Francisco, but working with teams around the world, this role will apply structured thinking to critical business questions and develop strategic initiatives and projects to improve Fitbits customer support operations.

This role will lead a team responsible for company-wide decisions related to our customer’s support experience. The successful candidate will own the process for creating the customer support strategy for new and emerging businesses and products, as well as collecting, prioritizing and managing improvements to current products and policies.  

What You’ll Work On:

  • Develop key strategic initiatives that will help drive the Fitbit Customer Support  organization into the future
  • Lead a team of program and project managers responsible for creating, maintaining, and communicating detailed plans, reporting models and analytical frameworks that allow Fitbit’s leadership to make strategic decisions
  • Develop high profile communications and presentations targeted to Fitbits leadership
  • Represents the voice of the customer while working cross functionally to provide solutions in the best interests of Fitbit customers and the company
  • Partner closely with business stakeholders and functional teams (Product, Marketing, Finance, etc) to provide insights and drive decisions around strategy and process
  • Work closely with company leaders to assist with decision making that aligns capital and resource allocation with the company’s strategic priorities
  • Provide leadership through program management of key initiatives from strategy through implementation
  • Drive new initiatives and lead business planning cycles ensuring balanced and proper resourcing across teams, leverage the cross functional team to affect business outcomes, and ongoing tracking/optimization against the financial plan
  • Identify operational weaknesses and propose changes to existing policy, systems and process frameworks; develop scalable solutions and work to manage risks across the organization and develop best practices

Knowledge & Experience:

  • 15+ years of experience in a high tech environment
  • 5+ years experience managing business process and systems re-engineering
  • Experience in management consulting, organizational design, corporate strategy, and / or project management experience in a technology/media company
  • Experience leading team members to design processes and implement strategic projects that solve business challenges

Skills & Ability:

  • Highly analytical and complex problem solving skills
  • Ability to work collaboratively and influence cross functional leaders and groups
  • Strong interpersonal skills and communication skills to interact with all levels of an organization
  • Strong organizational and multitasking capabilities
  • Ability to work effectively in a complex, fast paced and dynamic environment


Fitbit is proud to be an equal opportunity employer. We recruit, hire, train, promote, pay, and administer all personnel actions without regard to race, color, ancestry, national origin, citizenship, religion, age, sex (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), sex stereotyping (including assumptions about a person’s appearance or behavior, gender roles, gender expression, or gender identity), sexual orientation, gender, gender identity, gender expression, marital status, medical condition, mental or physical disability, military or veteran status, genetic information or other statuses protected by law. We interpret these protected statuses broadly to include both the actual status and any perceptions and assumptions made regarding these statuses. 

San Francisco applicants:  Pursuant to the San Francisco Fair Chance Ordinance Fitbit will consider for employment qualified applicants with arrest and conviction records.

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