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Program Manager, Support Operations (Anywhere)

Hi there!

We're looking for a Program Manager to join the Support Operations team at Zapier. Zapier’s on a mission to make everyone more productive at work. Zapier has helped over 1.8 million individuals and businesses with their automation needs. Our Program Manager will be responsible for overseeing the building, continuous progress, maintenance of, and iterations to Support’s experiments and cross departmental programs. This role will be at the forefront of new ideas and initiatives to continue to scale, iterate, and bring innovation to the Zapier Support experience. You’ll be communicating cross-departmentally often and with high level stakeholders.

If you’re interested in launching your career at a fast-growing and profitable startup, then read on…

Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

 

About You

  • You're an innovator. You enjoy finding ways to make strategic improvements to existing processes and dreaming up new ways to empower others.
  • You’re an excellent written communicator. We’re a 100% remote team, and writing is our primary means of communication at Zapier.
  • Your believe relationships are critical to success. In every project you are a part of, you actively identify, build, and develop relationships with a range of stakeholders roles, departments and levels.
  • You are an excellent coach. You are positive, goal-oriented, and love helping people grow.
  • You’re good at managing your schedule. You will have to switch between multiple projects on a daily basis. You’re great at managing your own schedule with minimal supervision, and can proactively ask for help where needed.
  • You love doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.

 

Things You’ll Do

  • Guide strategic direction of the support programs, including any new features or developments, ensuring program objectives align with organization objectives.
  • Responsible for training and orienting Support staff and internal partners on the merits and processes for our programs – including providing relevant content and collateral to enable maximum adoption of the program.
  • Responsible for monitoring and reporting on program performance, identifying areas of concern or opportunity and presenting recommendations to the leadership team.
  • Provide individual contributors performance feedback to respective leadership for inclusion in performance management discussions.
  • Drive process optimization and identify opportunities for improvement.
  • Responsible for managing Support’s roadmap and driving accountability across the team.
  • Be a strong advocate for our programs across the entire company, demonstrating their value to our organization.
  • Travel of 5% - 10% for company retreats that rotate to various cities throughout North America.
  • As a part of our All Hands Support initiative, help customers have the best possible experience with Zapier

 

About Zapier

Zapier helps people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.

We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.

We believe that with the right tools, you can have big impact with less hassle.

We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

We believe in a safe, welcoming, and inclusive environment. All teammates at Zapier agree to a code of conduct.

 

The Whole PackageLocation: Remote, AnywhereOur distributed environment lets us work with the best people. You don't have to be located in the USA either. Some team members live in the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more! You just need the skills and drive to succeed in this role and the ability to work from anywhere.

Compensation:

  • Competitive salary (we don't use remote as an excuse to pay less)
  • Great healthcare + dental + vision coverage*
  • Retirement plan with 4% company match*
  • Profit-sharing
  • 2 annual company retreats to awesome places
  • 14 weeks paid leave for new parents of biological or adopted children
  • Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
  • Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4-5 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation.
  • Travel of 5% - 10% for company retreats which rotate to various cities throughout North America
  • Work with awesome companies around the world. We partner with great software companies all over the world and you'll constantly get to interact with people from these great companies

*While we take care of our international folks as best we can, currently, healthcare and retirement plans are only available to UK, Canada, and US-based employees.

 

How to Apply

We have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate. Please make sure to answer each question.

After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

Optional: Share anonymously some demographic information about yourself to help us better track trends related to the backgrounds of candidates interested in working at Zapier in order for us to build a team that represents the users at Zapier and the broader world population.

Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

Apply Here