Transformation Manager, Technical Support (East Coast)

Role overview This Transformation Manager role owns the end-to-end execution of a global Technical Support transformation while supporting additional strategic initiatives across the broader Customer Experience organization. The position is less a traditional project management seat and more a central execution owner for a portfolio spanning AI, automation, BPO relationships, knowledge management, and operating-model changes. The role reports into Customer Strategy and Operations leadership and supports cross-functional work that reaches into functional and CCO-office priorities.

Responsibilities - Own the Support transformation plan, translating strategy into workstreams, milestones, owners, dependencies, success measures, and implementation roadmaps. - Serve as central program owner across initiatives including AI and automation, BPO, knowledge management, self-service and deflection, tooling, process optimization, specialization, and workforce efficiency. - Manage strategic BPO relationships, including governance, performance management, capacity planning, service quality, and continuous improvement. - Partner with Support and regional leaders to operationalize Partner-Led Support and new delivery models with strategic service partners. - Establish transformation governance with operating reviews, executive updates, decision logs, risk management, dependencies, and clear accountability. - Define and track business cases and measurable impact, including productivity, cost-to-serve, case deflection, resolution times, quality, automation, and partner performance.

Requirements - Significant experience leading large-scale customer support or CX transformation programs end to end. - Demonstrated success operationalizing BPO and partner-led service delivery models. - Cybersecurity, enterprise SaaS, or cloud technology experience with familiarity across support platforms, CRM, knowledge tools, AI support tooling, and workforce management systems. - Background with transformation and program methodologies such as Lean, Six Sigma, Agile, or PMP. - Experience combining consulting or internal strategy work with hands-on operational execution. - East Coast–based candidates are preferred to align with regional leadership and partner coverage.

Benefits and work setup - The listed base salary range for this U.S. role is $132,000–$150,000 USD, with location-based variations. - Standard benefits include equity awards, flexible paid time off, parental leave, medical/dental/vision coverage, 401(k) match, and home office support.