Strategic Support Operations Manager, Asana
$153.9-223k
Salary dependent on location
More information about location
Organising work in one connected space
Be an early applicant
Organising work in one connected space
1001+ employees
Be an early applicant
$153.9-223k
Salary dependent on location
More information about location
1001+ employees
Company mission
To enable the world's teams to work together effortlessly.
Role
Who you are
- 8+ years of experience in Support Operations, CX Operations, Program Management, or a related function within a high-growth SaaS environment, with 3+ years leading teams of program managers, business partners, operations and data analysts, etc
- A builder and operator with a proven track record of translating strategy into execution - owning complex roadmaps, driving operational rigor, and delivering measurable impact across multi-quarter initiative
- Deep expertise in support processes, workflow design, systems/tooling, and operational best practices (e.g., case management, escalations, quality programs, WFM, knowledge operations)
- Highly analytical with strong data fluency - you are comfortable building dashboards, interpreting trends, defining KPIs, and using data to influence decision-making at the leadership level
- A strong people leader who develops high-performing teams through clarity, coaching, accountability, and a customer-first mindset
- Skilled at operating in ambiguous, fast-paced environments, bringing structure, prioritization, and focus to complex operational problems
- A cross-functional leader and influencer who excels at partnering with Product, Engineering, Support, CX, Sales, Finance, and Legal to drive alignment, resolve blockers, and release high-impact programs
- Exceptional communicator with an ability to produce executive-ready content that is clear, concise, and strategic
- Experienced in leading change management for global teams and driving adoption of new processes, tools, and operating models
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
- At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply
What the job involves
- The Strategic Support Operations Manager plays a critical role in shaping and optimizing the operational engine behind Asana’s Global Support Organization
- As a key member of the Support Excellence & Operations Team reporting to the Head of Support Excellence & Operations, this leader will lead a team of Business Program Partners and Operations Analysts, and will drive operational rigor, improve processes and systems, elevate Support performance, and support multi-horizon strategic initiatives across the Global Support Organization
- This individual will combine analytical depth, operational excellence, strategic problem-solving, and strong cross-functional influence to ensure Support is positioned to deliver an exceptional customer experience at scale
- Translate the Support strategy and multi-horizon roadmap into actionable programs, project plans, and measurable milestones
- Own the successful execution of Support’s roadmap, including delivery of new capabilities, process improvements, tooling enhancements, and cross-functional initiatives
- Develop program governance frameworks, drive alignment across stakeholders, and ensure clear communication to leadership on progress, risks, and decision points
- Drive quarterly and annual Support planning cycles, including goal-setting, resource planning, and establishing measurable success criteria
- Support the creation of executive-ready insights, dashboards, and communication for Support and Company Leadership
- Own program delivery of high-impact initiatives such as AI chatbot, escalation process redesign, Support-wide leveling and expectations frameworks, and other multi-quarter improvements
- Establish clear success metrics, track impact, and ensure initiatives generate measurable improvements in customer outcomes and operational efficiency
- Serve as a thought partner to Support leadership, offering insights and recommendations rooted in data and operational expertise
- Lead, coach, and develop a team of Business Program Partners and Operations Analysts responsible for operational execution across the Global Support Organization
- Foster a high-performing, customer first culture focused on excellence, accountability, and continuous improvement
- Define your team’s goals, workflows, and operating models to align with the Support Strategy & Excellence Roadmap
- Oversee team capacity planning and prioritization, ensuring resourcing aligns to global Support needs and strategic initiatives
- Ensure key operational workflows across global Support are successful and run seamlessly - including case management standards, intake/routing, knowledge programs, backlog health practices, quality management, escalations, and performance operations
- Identify opportunities to streamline processes, reduce friction, and scale operations through automation, AI/agentic workflows, and best-practice adoption
- Partner with global Support leaders to mature foundational processes and operating procedures that uplevel effectiveness, predictability, and service consistency across regions
- Drive change management for global Support programs, ensuring smooth rollouts, adoption, and ongoing optimization
- Serve as a liaison and mediator across teams to clarify ownership, streamline handoffs, and resolve operational blockers
Our take
Asana is a web and mobile application designed to help teams organise, track, and manage their work. Acting as a unified hub, it empowers teams to effortlessly generate projects, delegate responsibilities, set deadlines, and foster direct task-related communication, transcending the inefficiencies of traditional email-based coordination.
Despite facing competition from established players like SmartSheet in its market, Asana has navigated its path, bolstered by a successful Initial Public Offering in 2020 and a track record of startup triumphs. This strategic prowess has propelled Asana to amass a robust clientele exceeding 100,000 organizations, boasting notable entities such as Uber and Air France among its ranks.
Since its inception, Asana has undergone exponential growth, with its reach extending to offices sprawled across four continents worldwide. This expansion not only underscores its global footprint but also signifies its commitment to fostering diverse talent pools and catering to a broad spectrum of clients.
Steph
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jun 2020
$200m
CONVERTIBLE
Nov 2018
$50m
SERIES E
Total funding: $414.4m
Company benefits
- Benefits - From comprehensive health benefits including mental health programs and coaching to our in-house culinary program and supportive parental leave policies, our benefits are intentionally designed to ensure that you are energized, focused, and thriving
- Growth - We know that growth isn’t always linear, so we’ll support you in achieving your personal and professional goals. You’ll have the opportunity to take on big responsibilities that impact our success as a company and challenge you in new and fulfilling ways
- Development - We believe in providing everyone with coaching and mentorship. You’ll have access to Conscious Leadership training, success guides, free executive coaching, and our manager training and enablement program
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Dustin Moskovitz
(Co-Founder & CEO)A Harvard economics graduate, Dustin co-founded Facebook in 2004 before branching off in 2008 to found Asana. They are also the co-founder of Open Philanthropy Project and Good Ventures.
Justin Rosenstein
(Co-Founder)Previously Engineering Manager at Facebook and a Product Manager at Google. Currently Co-Founder of One Project.
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