Senior Program Manager, Komodo Health

• The successful candidate will have a strong background in program and project management, excelling in fast-paced environments where adaptability, strategic thinking and continuous improvement are key
• They should demonstrate ownership, a problem-solving mindset and the ability to lead cross-functional initiatives that enhance operational efficiency, data integrity and self-service capabilities
• Bachelor’s degree or higher (ideally STEM discipline)
• Experience implementing and managing customer support platforms (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management)
• Strong ability to evaluate and integrate new tools that enhance support efficiency
• Proficiency in Tableau, Salesforce, Excel/Google Sheets for data analysis and reporting
• Experience tracking, measuring and optimizing KPIs for customer support operations
• Ability to build automated dashboards that provide real-time insights for leadership
• Strong background in workflow optimization, workforce management and global case routing
• Proven track record of implementing process improvements that enhance operational efficiency

Desirable

• This role will oversee both strategic initiatives and day-to-day operations within Customer Support at Komodo Health, ensuring our tools, data and processes enable a scalable and efficient support organization
• This role is critical in driving scalable solutions, optimizing workflows and enabling the support team to deliver seamless customer experiences
• Looking back on your first 12 months at Komodo Health, you will have…
• Drove operational excellence by implementing best practices, eliminating inefficiencies and ensuring consistent service quality
• Designed and implemented scalable workflows that improved efficiency, reduced customer friction and enhanced agent effectiveness
• Optimized global case routing, workforce management and capacity planning to support business growth
• Developed self-service and deflection strategies, improving customer autonomy and reducing support ticket volume
• Developed and maintained the internal knowledge base, ensuring support agents had the resources needed to resolve issues efficiently and accurately
• Collaborated with Engineering, Product, Analytics and Data teams to align support strategies with broader company goals
• Implemented and maintained key support tools (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management) to enhance efficiency and scalability
• Evaluated and integrated new technologies to improve self-service, automation and customer support workflows
• Streamlined vendor management and system administration, ensuring tools remained aligned with business needs and support strategies
• Developed and maintained robust reporting frameworks using Tableau, Salesforce, Jira and Google Sheets to track key support metrics (e.g., resolution time, CSAT, deflection rates)
• Ensured data integrity and accessibility by integrating support data across multiple platforms for better decision-making