Senior Program Manager - Trust and P1 Support Communications

Last updated 6 days ago
Location:San Francisco, California
Job Type:Full Time

Senior Program Manager - Trust and P1 Support Communications

Position Description:

The ideal candidate is an independent “problem identifier and solver” who is driven by going the distance to make Okta’s customers and support teams successful. As this is a role that has high visibility with both Okta and Okta customers, the ideal candidate is an articulate and seasoned expert with strong business acumen and executive presence who can work across levels of internal (Okta) and external organizations (customers.) to drive improvements in the betterment of the customer experience.

This role will be responsible for Okta Trust Support case handling and our P1 communications processes. This includes recommending changes to people, process, and technology by utilizing prior support cases to determine opportunities for improvement. This role will take the lead in change initiatives, including training and communications to the entire support organization. This role will include training and mentor employees in the onboarding of support cases handling processes for both P1 and trust management.

Job Duties and Responsibilities Include:

  • Identify Support improvements to ensure timely and accurate communications for customers, which includes people, process and technology for both trust and P1 communications.
  • Partner with engineering on the timely completion of all RCAs related to trust events
  • Participate in Support Incident Response Manager On-Call rotation
  • Management and tracking of schedules and rotations for trust events
  • Management and rollout of changes to customers, executive sponsors, support leaders, and customer success managers.
  • Development and management of trust event drills for support personnel
  • Responsible for all aspects of training and engagement of staff involved, including mentoring new staff engaged in either trust communications or P1 communications.
  • Be an advocate within the organization to help ensure focus and execution of both trust and P1 case handling.

Minimum REQUIRED Knowledge, Skills, and Abilities:

  • Demonstrated experience in managing Trust and P1 case handling processes
  • 5+ years in enterprise technical support, preferably in SaaS industry
  • Excellent relationship management, customer service and communication skills
  • Experience in managing and rolling our large scale processes
  • Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment
  • Ability to work independently with little direct supervision and as a part of a team
  • Able to work crossfunctionaly in proposing solutions in the betterment of the customer experience

Strongly Desired Knowledge, Skills, and Abilities:

  • Experience in working in Cloud Support and Engineer organizations
  • Strong communication and presentation skills
  • Experience in training and mentoring employees
  • Strong analytical and organizational abilities

Okta is an Equal Opportunity Employer.


Okta is an Equal Opportunity Employer.