Program Manager - Developer Success Operations at Auth0
Bellevue, WA, US
Auth0 provides a secure, highly available, enterprise-grade platform that secures billions of log-ins every year. The company makes it easy to implement even the most complex identity solutions for their web, mobile, IoT and internal applications, as well as sophisticated identity management for employees, customers and partners. Auth0 has raised over $54 million from Meritech Capital, NTT DoCoMo, Trinity Ventures, Bessemer Venture Partners, K9 Ventures, Silicon Valley Bank, Founders Co-Op, Portland Seed Fund and NXTP Labs.

Thousands of enterprises and millions of users worldwide depend on Auth0 for authentication and authorization of their most mission-critical apps, APIs and IoT devices. Auth0’s top priorities are availability and security.

We are seeking a Program Manager to augment the existing DS Operations team. This role will be responsible for optimizing the Support workflow solution and the integrated data model/reporting suite. The ideal candidate will possess deep experience in both areas as well as the ability to flex into other operational roles as needed.
Responsibilities

Continuously optimize workflows within the ticket management toolset
Coordinate all ticketing system integrations
Architect the data model and reporting framework, managing dashboards and ad-hoc requests
Track trends and monitor factors impacting contact rates, communicating key drivers and variances to various levels of audience
Identify and act on opportunities for improvement in business process, both in technology as well as operations
Identify, prioritize, and fill data and reporting gaps, ensuring proper measurement capabilities are employed
Assist with the development of content and training as needed and acts as a subject matter expert for leading edge thinking and best practices in Support workflow.
Facilitate the identification of product, policy, and systems gaps and drive improvements to resolution with the necessary teams and partners.
Requirements

Experience in the implementation of a CRM in an established environment (such as Salesforce, Zendesk, Oracle, etc.)
7+ years’ experience working with diverse teams and managing projects with business context
Deep understanding of Support Operations
Functional knowledge of general contact center process and how it relates to other areas of a business
Experience working with Tableau and data warehouses
Strong written and verbal communication skills, with ability to develop tight collaborative relationships
Highly organized with strong project management skills
Bachelor’s degree required, preferably in computer science or business, master’s preferred.
Education and/or experience in UX design highly desirable
Self-starter, ambitious, eager to dive in and learn and get work done!