Senior Technical Program Manager, Support Operations

Available Locations: Austin, TX | Lisbon, Portugal | London, UK
This position will be based in Austin, Texas, London, England, or Lisbon, Portugal. You will be reporting into the Support Program Management Organization (PMO).
About the Role
Cloudflare is seeking a highly skilled and self-motivated Technical Program Manager to lead and manage Support Operations initiatives and projects. We are looking for expertise in Support Operations and a detailed understanding of the process flows and challenges a Support team faces. You will monitor Support KPI attainment and make process and staffing recommendations to improve them. You will own and maintain the global Support delivery capacity plan.
You will recommend, project manage, execute, track, and report on major Support Operations initiatives to successful completion. You will own collecting requirements, setting up deliverables, reporting progress, managing stakeholder expectations, and working with various functions to deliver success. You will partner with stakeholders to determine available options, manage expectations, and execute against the roadmap. You have the ability to drive change, ensure adoption, and help team members understand the benefits of your work. Last, you are extremely data driven and use data to inform your decisions.
This job involves managing multiple stakeholders and accommodating teams dispersed across multiple time zones.
The ideal candidate is process driven but remains flexible and iterative, someone who loves to tackle new challenges, really enjoys bringing people together as a team, and driving them towards success.
Major areas of responsibilities

• Document and optimize workflows for Support Engineers
• Own and maintain global Support capacity plan
• Understand technical and business requirements of Support programs
• Effectively balance risk and achieve business objectives
• Obtain clear requirements, plans, and decisions to proactively tackle critical gaps and mitigate risk
• Drive creation and roll out of scalable processes to meet Support team goals
• Set up regular feedback cycles and ensure buy-in from contributors on program plan & roadmap
• Provide regular status updates to stakeholders and senior management

Desirable skills and knowledge

• BS+ in Computer Science, Information Technology, Information Security or related field or equivalent experience
• 3+ years in a Support Operations role or a related role in a Support organization
• 8+ years experience in technical program management and a desire for continuous improvement
• Advanced proficiency in Microsoft Excel, including pivot tables, VLOOKUP/XLOOKUP, Power Query, macros, and data visualization
• Proven track record on creating realistic project plans, managing dependencies, and overseeing execution to meet commitments and deliver with predictability
• Excellent oral and written communication, proven track record of effective communication at various levels including executive level
• Flexibility and adaptability, experience trying different approaches and adapting as you go based on the needs of your team / project
• Experience working with multiple time zones and multiple cross functional teams
• Strong competency with Confluence, JIRA (admin-level experience strongly preferred), and various development methodologies (Agile, Waterfall, Kaizen, Scrum, etc)
• Servant leader who has successfully gained authority with peers by demonstrating empathy, providing support and motivating others
• Comfortable managing tight deadlines, changing priorities, and ambiguity
• Knowledge of web performance, security, and network services a plus
• Experience with AI, self-service, or voice of the customer programs a plus