Job Summary:

We are looking for a dynamic Program Manager to oversee and improve the efficiency and effectiveness of our support operations. This individual will lead various support programs, drive process improvements, and ensure alignment with organizational goals. The Program Manager will have a strong bias for action, influence teams, and maintain a passion for delivering exceptional customer support. This role requires a solid technical background balanced with good project management skills. This role is based out of our SF HQ.

What you will be doing:

• Own and manage support programs and initiatives company-wide to improve the customer experience, including prioritizing high-impact projects.
• Monitor and analyze support metrics and performance data to identify trends, patterns, and opportunities for continuous improvement.
• Implement and refine processes to streamline planning, timelines, documentation, and other operational aspects.
• Proactively take ownership of fostering collaboration, alignment, and cross-team dependency management between the support team and other departments to ensure smooth execution of support-related initiatives.
• Educate and instill best practices in the team.
• Use technical knowledge and product mindset to prioritize and guide high impact projects and initiatives.

Who you are:

• Experienced program manager with a successful track record in support or customer service.
• Excellent communicator skilled at engaging stakeholders effectively and influencing across the company.
• Possess strong analytical skills to analyze data effectively, derive actionable insights, and make informed recommendations or decisions to drive improvements.
• Experience with support tools and systems, such as ticketing systems, knowledge bases, and reporting tools.
• Experience with various technical support tools and systems, such as ticketing systems (JIRA, Intercom), knowledge bases, reporting and visualization tools, workflow automation platforms, incident management solutions , and monitoring tools ( Datadog).
• A strong desire to learn new technologies and develop skills pertinent to the job.
• Customer-focused mindset with a commitment to delivering exceptional service.
• You will need to lead through influence rather than authority.

Additional Job details

The base salary range for this position is $120k - $180k annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Sigma Computing. This role is eligible for an annual bonus, stock options, as well as a comprehensive benefits package.

If you do not feel that you satisfy all the listed requirements, we encourage you to still apply. We are enthusiastically looking for people that will help us grow our company and sometimes we are imperfect communicators and can’t articulate perfectly what experience is required for a role. We are looking for people that are excited to grow and constantly ask how we can do things better. If you are excited about the opportunity, we encourage you to apply even if you don’t satisfy 100% of the job requirements.