GitHub helps companies, organizations, and groups of individuals succeed by allowing them to build better software, together. We are on a growth journey, and to deliver value to our global set of customers and the worldwide community, our operational efficiency and maturity is of paramount importance.  

The Customer Success (CS) organization is looking for an action-oriented Program Manager to focus specifically on our Tooling needs and Programs. As a Program Manager, you will be taking the lead on assessing our tooling use today, and identifying our future needs alongside the business strategy and plans to ensure we are ready and able to scale and transform our Customer Success Organization in support of GitHub’s vision to build the home for all developers. 

​​This high-impact role requires a collaborative leader with a proven track record in what it takes to define, lead and drive Tooling Programs which underpin our ability to scale at pace and be efficient and effective while delivering an amazing customer experience. 

The Tooling Program Manager will lead efforts across our entire Customer Success Organization which includes Support, Professional and Partner Services and Customer Outcomes. We are looking for someone who knows how to identify gaps and needs, can shape and define a tooling strategy / roadmap with associated Business requirements [BRD] and a strong articulation of return on investment [ROI]. This individual will need to build the plan, gain agreement and sign off for the strategy alongside funding and then lead the Program to execute against those plans within our global Customer Success (CS) organization.

 

Responsibilities

  • Work closely across the Customer Success Organization to understand their business and help to identify and define current and future Tooling requirements.
  • Bring strategic and thought leadership to the “Tooling Landscape” and a  strong awareness of Best practice approaches within this environment. 
  • Understanding the customer lifecycle management processes, and translating business needs into solutions that are enabled/enhanced by the tooling. 
  • Create Business Requirements [BRD] and strong articulation of return on investment [ROI]
  • Take the lead on driving awareness and buy in around the “Tooling Strategy” and translate these plans into detailed deliverables, Program plans and activity. 
  • Lead the Programs of work to execute the Tooling changes [inc. tool enhancements, or new Tooling procurement] and lead virtual teams from across the business in the delivery of this work. 
  • Tracking and reporting of milestones, including exec level program updates.
  • Identify, articulate and help to navigate risks and blockers. 
  • Help to develop training materials and implement best practices company-wide.
  • Ensure Tooling changes are enhancements are embedded into our business processes and procedures to ensure robust and consistent delivery. 
  • Understanding and defining the data to be shared across the company to create powerful insights that drive real impact. 
  • Understanding the relationship between the data and how it may impact existing business rules and processes
  • Work in close collaboration with our IT departments to ensure smooth and effective use of current and future Tooling needs
  • Working collaboratively with our software vendors to develop product modifications and improvements as and when required

Experience 

Required:

  • 5+ years of strategic program or project management experience within Tooling,  whereby success depended on leading individuals not reporting directly to you [leading virtual teams]
  • Proven experience in delivering high impact service improvement initiatives via Tooling Programs within a global and complex customer support organization.
  • A strong Tooling and business process background within the Customer Success area, including areas such as Customer Experience / Customer Outcomes / Front line Support /Professional and Technical services /  Partner echo system. 
  • Knowledge and experience of leading Programs involving tools such as Totango, Salesforce, Financial Force, Zendesk. 
  • You have an ability to gracefully navigate, listen, synthesize, influence, and work in a highly collaborative environment. 
  • Forward thinking and strategic, yet pragmatic and operationally savvy
  • Ability to provide calm and clarity amid rapidly changing priorities and direction, with a structured approach to problem solving and decision making.
  • Highly motivated self-starter, with a high tolerance for ambiguity in a fast pace and rapidly changing and growing environment
  • Excellent written and verbal skills with the ability to craft and deliver clear impact-oriented executive communications
  • Demonstrated at being successful in the execution of highly visible, cross-company change initiatives, projects and programs. 
  • Proficient in the evaluation of business needs versus tooling and producing Business Requirements Documentation [BRDs] 
  • Proficient at producing strong business cases and articulation of Return on Investment [ROI]
  • Demonstrated track record at leading end to end process improvement initiatives. Initiating, defining and landing impactful change underpinned by Tooling. Tracking results and outcomes.  
  • A strong knowledge and understanding of GitHubs products & services is preferred. 


(Colorado only*) Minimum salary of $73,500 to maximum $189,300 + bonus + equity + benefits.
· Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired in Colorado. 

Who We Are:

GitHub is the developer company. We make it easier for developers to be developers: to work together, to solve challenging problems, and 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.

Leadership Principles:

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 many Hubbers work, snack, and create daily. The rest of our Hubbers work remotely around the globe. Check out an updated list of where we can hire here: https://github.com/about/careers/remote

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.

#LI-POST

Apply for this Job

* Required
  
  


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in GitHub’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.