Senior Technical Program Manager, Cloudflare
Support Operations
Web performance and security platform
Job no longer available
Web performance and security platform
1001+ employees
Job no longer available
1001+ employees
Company mission
Cloudflare's mission is to help build a better Internet that is bold and ambitious.
Role
Who you are
- 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
- 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
What the job involves
- You will be reporting into the Support Program Management Organization (PMO)
- 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
- 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
Our take
Cloudflare is a multi-service global network that provides web security and infrastructure, DDoS mitigation services, and a content delivery network. Founded in 2009, Cloudflare has risen to become an industry giant, with around 25 million global internet properties on its network.
Cloudflare has been responsible for a number of admirable initiatives, offering free web protection to human rights groups, journalists, artists, and US election websites. This goes some way to counteracting the flak Cloudflare has received in some circles for the controversial groups and users who use its services. This chequered history, however, has not affected its over 80% market share in the content delivery network field.
This is perhaps in part because it has proven sharp at staying abreast of the rapidly morphing tech and digital space and customer demands. For example, Cloudflare is shifting to 100% renewable energy usage to create a zero-emissions internet, and in 2020 released a feature that would help users navigate data privacy regulations by selecting where their data is stored.
The cloud infrastructure market reached $53 billion in 2022. While the Big 3 (Amazon, Microsoft, and Google) own 65% of the market, that still leaves billions of dollars left for companies such as Cloudflare. Its ambitious and successful work is likely to continue being a crucial feature of the web, but in 2023, placed it in the crosshairs of hackers looking to exploit its infrastructure. The beginning of 2024 saw Cloudflare vow to bolster its security and patch vulnerabilities.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Company benefits
- Minimum 8 weeks of paid parental leave
- Equal opportunity employer
- Unlimited paid time off policy
- Work from home opportunities
- Medical, Dental & Vision Insurance
- Life Insurance, Disability Insurance
- 401(k) plans
- Family planning and fertility program
- Gym discounts
- Commuter Benefits Program
Company HQ
China Basin, San Francisco, CA
Leadership
Lee Holloway
(Lead Engineer)Lee started their career as an Engineer at Homewarehouse for a year before working at Unspam Technologies for 4 years. They co-created Project Honey Pot in 2004 and Cloudflare in March 2009, serving as Lead Engineer of both to present.
Michelle Zatlyn
(President & COO)Having worked for Investor Economics and I Love Rewards for a combined 4 years, Michelle worked at Toshiba for 3 years as a Product Manager. She then co-founded Cloudflare in 2009 as COO, and has served as President since 2020. She is also a Board Member at Atlassian.
Matthew Prince
(CEO)Matthew studied for an MBA at Harvard Business School before co-founding Unspam Technologies in December 2001, and Cloudflare as CEO in March 2009.
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