Project Manager, Support Operations

SF, CA (you must be located in SF, CA and be able to come into the office 2-3 times a week)

About the role...

HashiCorp is looking for a high-caliber and self-motivated Project Manager to help manage Support Operations Projects and collaborate with other teams in the Support Organization. This is a great opportunity to work in a small team and have a direct impact on HashiCorp’s fast growing business. This highly visible position will be an integral part of Global Support Operations. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration and results. You are a self-motivated, detailed individual with an eye for process improvement, project management and problem solving.

The ideal candidate for this role will be someone who has exposure to program/project management principles and experience with managing multiple programs and projects with a large impact towards improving the Support Team and Customer Experience. This person must be based in or near San Francisco, CA. 

 In this role you can expect to be...

• Working with the Support Team and other related cross-functional groups to create, define, execute, track, report and Program Manage major Support Team initiatives to successful completion.
• Collecting program requirements, setting up deliverables, reporting progress, managing stakeholder expectations, and acting as the key liaison between the Global Support Operations Team and other parts of HashiCorp.
• Work with our Global Support Analytics Lead, create dashboards and valuable insights for the Global Support organization.
• Creating project plans with tight deadlines and overseeing execution to meet commitments and delivery with predictability.Planning schedules and goals that align with priorities of each project and creating reports for project performance.
• Continuously improving processes, policies, and tools for tasks performed by Support Engineers and as well as within and outside the Support Operations team as needed.
• Working and collaborating with managers and other stakeholders across the organization to improve the Support Engineer and Customer Experience.
• Working and collaborating with teams outside of Support to drive and complete various initiatives

You may be a good fit for our team if you have...

• 5+ years of experience as a technical program manager or experience with project management in a fast growing technology company.
• Certifications in PMP, PMI-ACP, CAPM are a plus.
• Experience in managing multiple high profile programs.
• Excellent problem solving, analytical, and troubleshooting skills.
• Experience with analytics and dashboard creation is required.
• Experience with conversational chatbot implementation within Support is highly desired.
• Well-organized, excellent work ethic, attention to detail, and self-starter.
• Experience using Jira and Confluence is required.
• Experience with Change Management and best practices is required.
• Experience with Zendesk as a User is required and as an Administrator is a plus.
• Experience in or with Support and Support Operations is a plus.
• Understanding of software development life cycle and program management principles.
• Strong written and verbal communication skills — technical writing experience a plus.
• Bachelor’s degree in Engineering, IT or related field or equivalent professional experience is a plus.
• Hybrid: In the SF, CA HQs 2-3 times a week