Project Manager - Support Operations

About the Job:

At Sisense, we are on a mission to empower modern data teams to deliver insights to everyone inside and outside their organizations. Sisense delivers insights to everyone by enabling our customers to answer complex questions with data and drive the best business outcomes possible.

As a Project Manager within our Field Engineering Organization, you will play a pivotal role in enhancing the efficiency and effectiveness of our Support Team Operations through a combination of project management, data analysis and process improvement. You will collaborate closely with Support Leadership and cross-functional teams to drive projects aimed at optimizing support operations and improving customer satisfaction.

Key Responsibilities:

• Data Analysis and Insights: Utilize your expertise in data analysis tools to analyze and interpret data related to Support Team performance, ticketing data, and customer feedback. Identify trends and areas for improvement, providing actionable insights to drive operational enhancements.
• Project Management: Lead and participate in cross-functional projects focused on process optimization and technology integration, such as in the implementation of AI and chatbot solutions. Develop project plans, timelines, and deliverables, ensuring successful project execution and alignment with organizational objectives.
• Performance Metrics and KPI Tracking: Define and track key performance indicators (KPIs) to measure the success and effectiveness of customer support processes. Generate reports and presentations for senior management, highlighting key findings and providing recommendations for improvement.
• Support Strategy Development: Collaborate with stakeholders to develop and refine support strategies, policies, and procedures. Ensure alignment with organizational goals and objectives, and lead the implementation of changes to support continuous improvement efforts.
• Training and Change Management: Develop training programs and materials for support team members to enhance their skills and knowledge of new support system features. Collaborate in developing change management plans to support the smooth adoption of new technologies and processes within the Support team.
• Risk Assessment and Mitigation: Identify potential risks associated with support system changes and recommend mitigation strategies to minimize disruption to operations.
• Technology Evaluation and Integration: Evaluate tools and technologies that can improve internal team capabilities and productivity, including AI and chatbot solutions. Make recommendations for adoption based on technical expertise and business requirements. Meet project milestones and manage vendors accordingly.
• Cross-Functional Collaboration: Collaborate with various departments and teams to ensure seamless and efficient internal operations. Maintain transparent and effective communication channels with support teams and stakeholders, providing regular updates on project progress and gathering feedback.

Qualifications:

• Experience with Salesforce Service Cloud or similar support platforms is required.
• 5+ years of proven experience in operational analysis, project management, or related roles.
• Understanding of Support metrics within a B2B Tech company.
• Proficiency in data analysis and data visualization.
• Strong project management skills with the ability to handle multiple tasks simultaneously.
• Technical curiosity.
• Ability to work through ambiguity and the dynamic environment of a startup
• Excellent communication, presentation, and interpersonal skills.
• A proactive, results-oriented mindset with a commitment to continuous improvement.

CO Posting: The base pay range for candidates located in Colorado is $100,000-$120,000 (/yr). The salary of the finalist selected for this role will be based on a variety of factors, including but not limited to market location, internal equity, job-related knowledge, experience and training, education, skill sets, and other business and organizational needs. A bonus, equity, commissions, and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, depending on the position offered. This position may be considered a promotional opportunity. The disclosed salary range represents an estimate of the base compensation for candidates who can or will be located in Colorado. This range may vary with respect to candidates whose primary work location is outside those jurisdictions.

NYC and CA Posting: The base pay range for candidates located in New York City and California is  $100,000-$120,000 (/yr). The salary of the finalist selected for this role will be based on a variety of factors, including but not limited to market location, internal equity, job-related knowledge, experience and training, education, skill sets, and other business and organizational needs.The disclosed salary range represents an estimate of the base compensation for candidates who can or will be located in New York City or California. This range may vary with respect to candidates whose primary work location is outside those jurisdictions.