Strategic Support Operations Manager

The Strategic Support Operations Manager plays a critical role in shaping and optimizing the operational engine behind Asana’s Global Support Organization. As a key member of the Support Excellence & Operations Team reporting to the Head of Support Excellence & Operations, this leader will lead a team of Business Program Partners and Operations Analysts, and will drive operational rigor, improve processes and systems, elevate Support performance, and support multi-horizon strategic initiatives across the Global Support Organization.

This individual will combine analytical depth, operational excellence, strategic problem-solving, and strong cross-functional influence to ensure Support is positioned to deliver an exceptional customer experience at scale.

This role can either be fully remote depending on which US state you live in, or based in our New York, Chicago, or San Francisco office with an office-centric hybrid schedule. If based in-office:
The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

• Translate the Support strategy and multi-horizon roadmap into actionable programs, project plans, and measurable milestones
• Own the successful execution of Support’s roadmap, including delivery of new capabilities, process improvements, tooling enhancements, and cross-functional initiatives
• Develop program governance frameworks, drive alignment across stakeholders, and ensure clear communication to leadership on progress, risks, and decision points
• Drive quarterly and annual Support planning cycles, including goal-setting, resource planning, and establishing measurable success criteria
• Support the creation of executive-ready insights, dashboards, and communication for Support and Company Leadership
• Own program delivery of high-impact initiatives such as AI chatbot, escalation process redesign, Support-wide leveling and expectations frameworks, and other multi-quarter improvements
• Establish clear success metrics, track impact, and ensure initiatives generate measurable improvements in customer outcomes and operational efficiency
• Serve as a thought partner to Support leadership, offering insights and recommendations rooted in data and operational expertise

• Lead, coach, and develop a team of Business Program Partners and Operations Analysts responsible for operational execution across the Global Support Organization
• Foster a high-performing, customer first culture focused on excellence, accountability, and continuous improvement
• Define your team’s goals, workflows, and operating models to align with the Support Strategy & Excellence Roadmap
• Oversee team capacity planning and prioritization, ensuring resourcing aligns to global Support needs and strategic initiatives.

• Ensure key operational workflows across global Support are successful and run seamlessly – including case management standards, intake/routing, knowledge programs, backlog health practices, quality management, escalations, and performance operations
• Identify opportunities to streamline processes, reduce friction, and scale operations through automation, AI/agentic workflows, and best-practice adoption
• Partner with global Support leaders to mature foundational processes and operating procedures that uplevel effectiveness, predictability, and service consistency across regions.

• Drive change management for global Support programs, ensuring smooth rollouts, adoption, and ongoing optimization
• Serve as a liaison and mediator across teams to clarify ownership, streamline handoffs, and resolve operational blockers.

• 8+ years of experience in Support Operations, CX Operations, Program Management, or a related function within a high-growth SaaS environment, with 3+ years leading teams of…