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User Operations Manager

Expired Job

Asana San Francisco , CA 94118

Posted 2 months ago

Asana enables teams to move work forward and User Operations (UO) is dedicated to accelerating this effort. We're here to help our customers get the most out of Asana through high quality support at scale. Our customers have a strong voice in prioritizing our product development, and we encourage that dialogue through our support channels. We are looking for an experienced support leader to empower our Specialists to exceed their goals and drive real impact for the business.

Managers in UO focus on improving the health of our team metrics, including time to first response, agent handle time, and customer satisfaction, both through coaching and direct contributions. We are looking for a leader who values transparency, balance, and working together as peers. This person will develop a deep understanding of the product and our customers in order to lead by example. They will support, empower, and coach our newest UO members in English, Spanish, and Portuguese language markets as they develop in the role and grow in their careers. They will work closely with other leads to build a sustainable and efficient coverage model for our team.

RESPONSIBILITIES:

  • Drive operational execution of your team of Specialists

  • Act as hiring manager and create a culture of recruiting on your team

  • Handle escalations and participate directly in complex support policy decisions

  • Empower reports to achieve their personal and career goals, as well as exceed expectations for their roles

  • Contribute to scaling our operations, finding tooling and best practices that inspire high performance and foster a supportive environment without overhiring

  • Embody company values like equanimity and mindfulness

  • Help direct reports prioritize and manage their work, including owning goals for key metrics like Customer Satisfaction

  • Partner with other customer facing and product teams to develop broader Asana strategy

REQUIREMENTS:

  • 1-2 years of people management experience or 18+ months working at Asana

  • Internal candidates must have demonstrated mastery in their current role

  • 4+ years experience on a customer support/User Operations team, bonus if at a global SaaS company

  • Impeccable customer skills: communication, empathy, integrity

  • A passion for coaching and developing support talent

  • A love of building teams and processes for long-lasting success

  • Spanish, Portuguese, or Japanese skills a plus

Does the above sound like it might be you? Then we'd love to hear from you. Our goal is to provide a hiring and working experience in which all people know they are equally respected and valued. So whatever it is that makes you uniqueyour gender identity or expression, sexual orientation, religion, ethnicity, age, citizenship, educational background, socioeconomic statuswe value it, and we'd love to see what you might add to our team.


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User Operations Manager

Expired Job

Asana