Program Manager - Support Operations
GitHub helps companies, organizations, and groups of individuals succeed by allowing them to build better software, together. The Support Organization is looking for an experienced Tooling and Process PM who will report into our Support Operations team and will lead Tooling and Process initiatives within a quickly growing support organization. In addition to exceptional Program Management prowess, successful candidates for this role must exhibit extraordinary attention to detail, Process Development experience, BRD (business requirements document) building, ROI (Return on Investment) development, Change Management experience, able to quickly build relationships with cross-company partners and be responsive in a rapidly growing environment.
This role will work closely with multiple teams across the organization as we continue to grow and scale. Candidate will serve as a key subject area expert and will be responsible for helping to build a practice for developing and improving our Support Tool suite, as well as, leading the documentation and improvement of all Operational Processes for all lines of business and support customer types within GitHub.
GitHub is an exciting place to work and you'll be an important contributor and join a tight-knit environment of technical and business-minded individuals.
The role will require an experienced Program Manager with a significant level of experience in analyzing tooling needs in a Support environment and building cross organizational Operational Process development and improvement.
- Create and maintain a Tools inventory for all tools utilized by the GitHub Support organization.
- Evaluate tooling gaps and developing requisite requirements to cover the gaps.
- Prepare Business Requirements Documents for new tools or tooling gaps.
- Evaluate, prioritize and create ROI for new and/or upgraded tools needed.
- Lead tooling pilots and/or experiments.
- Build models for and track ROI associated with new tooling.
- Create Process and tools repository/Playbook.
- Identify and document all key Operational processes within the GitHub support team.
- Create requisite change management and control processes for both Tooling changes and Operational Process Changes.
- Lead Process reviews and “as is” - “to be” processes improvement projects.
- 7-10 Years experience in Program Management
- Proficient in Tools evaluation and BRD creation.
- Advanced knowledge of ROI development.
- Proficiency with Visio and/or other Process documentation tools.
- Experience leading process improvement initiatives.
- Experience of building, presenting, and defending multi-million dollar budgets is essential.
- Ideally, the candidate will have worked in a contact center planning and support team but may have transferable experience in other planning
- Strong communication skills.
- Strong stakeholder management skills.
Who We Are:
GitHub is the developer company. Over 40 million people use GitHub to build amazing things together across 100 million repositories. We make it easier for developers to be developers: to work together, to solve challenging problems, to create the world’s most important technologies. We foster a collaborative community that can come together—as individuals and in teams—to create the future of software and make a difference in the world.
- Customer Obsessed
- Trust by Default
- Ship to Learn
- Own the Outcome
- Growth Mindset
- Global Product, Global Team
- Anything is Possible
- Practice Kindness
Why You Should Join:
At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We've designed one of the coolest workspaces in San Francisco (HQ), where over half of our Hubbers work, snack, and create daily. The other half of our Hubbers work remotely in 18 countries across the globe.
We are also committed to keeping Hubbers healthy, motivated, focused and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.
GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!
Please note that benefits vary by country, if you have any questions, please don't hesitate to ask your Talent Partner.