Customer Support Strategy & Operations, Manager

Get to know Okta
Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth. 
At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences. 
Join our team! We’re building a world where Identity belongs to you.

The Customer Support Operations Team

As a member of the systems team within Customer Support Operations, you’ll be helping to maintain and scale our support systems. You’ll work cross-functionally with Support, Business Technology,  and other teams at Okta to help them make informed decisions.  

You’ll be involved from project inception to design through to project delivery, ensuring that the business requirements are documented and implemented delivering high-quality and relevant customer experiences.

The Customer Support Strategy & Operations, Manager Opportunity

The ideal candidate must be comfortable working with both highly technical and non-technical disciplines to ensure that program inputs and requirements are transformed into appropriate outputs and results. They should be able to identify, manage, and mitigate risks, and create repeatable processes allowing scale and leverage. This person must also have knowledge of Support and Services business processes and a desire to help build the infrastructure to enable an Enterprise Class service and support organization. We are looking for people who thrive in a fast-paced, dynamic environment and can take something from idea to execution with ease.

What you’ll be doing 

• Owning key projects and initiatives for Support from inception to go live (including requirements gathering, documentation, and user acceptance testing).
• Drive requirements and implementation of operational and policy strategies, policies, workflow processes and standards.
• Establish and nurture collaborative relationships with stakeholders across IT, Support, and various departments to foster a culture of teamwork and enhance productivity.
• Maintain and extend the use of Salesforce and other support systems through ongoing collaboration with the business and technology teams on business requirements. 
• Help to communicate systems changes to Support and be a central point of contact for questions.
• Act as the subject-matter expert and provide answers, guidance, and help to the Support teams.
• Manage production support systems issues, troubleshooting, and ensure business continuity.

What you’ll bring to the role

• Proven track record (5+ years) in customer support operations or a similar role, with a focus on strategy development, process optimization, and team leadership.
• 3+ years of experience with Salesforce Service Cloud.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.
• Experience with Jira, Asana, Confluence, Zapier, PagerDuty, Tableau, or similar tools.
• An understanding of relational databases (MySQL, SQLite, PostgreSQL, SOQL).
• Familiarity with scripting languages (Python, Javascript, etc.) is a plus. 
• Demonstrated project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
• Strategic mindset with a passion for delivering exceptional customer experiences.
• Adaptability and resilience in a fast-paced and evolving environment.
• Bachelor's degree in Business Administration or Information Technology or equivalent experience.

Additional requirements:

• This position requires the ability to access federal environments and/or have access to protected federal data.  As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee. 22 CFR 120.15) upon hire.

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What you can look forward to as an Full-Time Okta employee!

• Amazing Benefits
• Making Social Impact
• Fostering Diversity, Equity, Inclusion and Belonging at Okta 

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application or interview process, please use this Form to request an accommodation.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.