Nutanix

Hungry, Humble, Honest, with Heart.

The Opportunity

We are seeking an experienced and detail-oriented Support Operations Program Manager to oversee and optimize the operational aspects of our Global Support Organization. This role is critical in ensuring the seamless delivery of support services, driving operational efficiency, and implementing programs that enhance customer satisfaction and team performance.

As the Program Manager, you will act as a central point of coordination, collaborating with cross-functional teams to align processes, tools, and metrics with organizational goals. You will manage the operational backbone of the support organization, ensuring scalability, consistency, and excellence in service delivery.

Your Role:

Program Management

• Design, implement, and manage programs that support the strategic goals of the support organization
• Lead cross-functional initiatives to improve service delivery, operational efficiency, customer outcomes and new product introduction (NPI)
• Monitor progress of key projects and ensure milestones are met on time and within budget

Operational Excellence

• Define and optimize processes, workflows, and tools to enhance the efficiency of the support organization
• Manage the operational rhythm, including reporting, dashboards, and key performance indicator (KPI) tracking
• Identify bottlenecks and implement solutions to streamline operations and improve service delivery

Collaboration & Stakeholder Management

• Partner with support leaders, product teams, and other cross functional teams to ensure alignment across teams and seamless execution of initiatives
• Act as the primary liaison between support operations and other departments to drive operational improvements
• Facilitate regular meetings and updates with stakeholders to ensure visibility into support operations

Performance & Reporting

• Develop and maintain performance metrics to measure the effectiveness of support operations
• Deliver regular reports to leadership, highlighting operational trends, risks, and opportunities for improvement
• Analyze data to identify patterns, areas for optimization, and actionable insights

Tools & Technology

• Evaluate, implement, and manage tools and platforms used within the support organization
• Drive adoption of new technologies and systems that enhance efficiency and productivity
• Ensure proper training and enablement for support teams on operational tools and systems

What You Will Bring:

• Strong problem-solving and critical-thinking abilities
• Detail-oriented with a focus on operational efficiency
• Proactive and results-driven mindset
• Ability to lead and influence cross-functional teams without direct authority
• Excellent organizational and time-management skills
• Excellent communication, collaboration, and stakeholder management skills
• Familiarity with frameworks like ITIL or customer support best practices is a plus
• Strong knowledge of enterprise support processes and tools (e.g., CRM, ticketing systems, dashboards)
• Proficiency in tools like Salesforce, Zendesk, Jira, ServiceNow and Confluence
• Experience in process improvement methodologies (e.g., Lean, Six Sigma)
• Technical background or familiarity with enterprise software products and their support needs
• PMP, PRINCE2, or similar project management certifications
• 5+ years of experience in program management, operations management, or a similar role within a support or enterprise software organization

Work Arrangement

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. For most roles, that will mean coming into an office a minimum of 3 days per week, however certain roles and/or teams may require more frequent in-office presence. Additional team-specific guidance and norms will be provided by your manager.

The pay range for this position at commencement of employment is expected to be between USD $135,200 and USD $270,000 per year.

However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.