Support Program and Enablement Manager Department: Commercial Operations
Employment Type: Full Time
Location: Austin
Description Shape the Future of Work with Eptura At Eptura, we're not just another tech company-we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.
Job Description Eptura is seeking a dynamic and experienced
Support Program and Enablement Manager to join our team. This role is focused on the program management of various support programs, with enablement being a key component. The successful candidate will be responsible for driving meaningful improvements in support delivery, enhancing customer self-service, and reducing customer effort.
Responsibilities - Enablement: Lead enablement initiatives within the support organization to ensure that Eptura's support teams are well-equipped with the necessary tools, knowledge, and resources to delight our customers. Initiatives include:
- Develop and design templates that can be used by stakeholder groups to create training content. These templates should capture consistent and important information for support teams.
- Establish and maintain a clear process for the transfer of information from Engineering and Cloud Operations to the support team. This includes technical design, architecture, logging, troubleshooting, and other critical information.
- Identify and drive ways to leverage AI to make training content reusable and more effective.
- Program Management: Oversee the development, implementation, and management of support programs that drive significant improvements in support delivery and customer satisfaction at Eptura. Example programs are:
- Customer Effort Reduction: Identify and implement strategies to reduce customer effort in resolving issues, ensuring seamless and efficient support experience.
- Knowledge Center Services: Manage the Knowledge Center Services program to ensure that Eptura's support teams and customers have access to accurate and up-to-date information.
About You - Demonstrated ability to lead enablement initiatives and ensure support teams are well-equipped with necessary tools and resources.
- Proven experience in program management, preferably within a support or customer service environment.
- Strong leadership and project management skills.
- Excellent communication and interpersonal skills.
- Ability to engage with cross-functional teams to develop actionable insights.
- Collaboration Skills: Strong ability to work collaboratively with cross-functional teams, including support, product, and engineering, to develop and implement effective support programs.
- Nice to have: Experience on Atlassian, Salesforce and Sharepoint
Benefits - Health, Dental, Vision & Pet Insurance
- Dependent, Spousal and Domestic Partner coverage available
- Up to $1000 Company HSA Contribution
- Medical, Dependent Care and Limited FSA Accounts
- Income Protection and Replacement - 100% Company Paid
- Short Term Disability
- Long Term Disability
- Life Insurance
- Employee Assistance Program
- Flexible PTO
- 401K with company match
Eptura Information - Follow us on Twitter | LinkedIn | Facebook | YouTube
- Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.
