Customer Experience Operations POD Manager, ForgeRock
$97.5-121.8k
In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities
Identity and access management solutions
Be an early applicant
Identity and access management solutions
1001+ employees
Be an early applicant
$97.5-121.8k
In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities
1001+ employees
Company mission
To make digital experiences both secure and seamless for all users, without compromise.
Role
Who you are
- Proven experience in operations management, data governance, and process optimization, preferably in a customer care or support environment
- Strong expertise in project management and cross-functional collaboration
- Excellent analytical skills with the ability to derive actionable insights from complex data sets
- Familiarity with change management models and their practical application
- Proficiency in Customer Care tools and systems (e.g., SupportLogic, Monday.com, Salesforce, Jira)
- Exceptional communication skills, with the ability to engage and align diverse stakeholders
- Key Attributes for Success
- Strategic thinker with a focus on measurable outcomes and ROI
- Skilled problem-solver who thrives in fast-paced environments
- Collaborative leader who drives cross-functional alignment and innovation
- Change agent with a commitment to fostering continuous improvement
What the job involves
- The Customer Experience Operations POD Manager acts as a strategic business partner and operations team leader to the CX Global Support Organization, aligning operations with broader business objectives to drive efficiency, performance, and exceptional service
- This role combines leadership in data governance, process optimization, and project management with a focus on collaboration and innovation, ensuring impactful outcomes for both internal teams and external customers. Providing leadership to the other operations support functions for collaboration and cross functional delivery
- Data Governance, Reporting, and Performance Insights:
- Govern and maintain the integrity of customer case performance data, ensuring accuracy, compliance, and alignment with business objectives
- Collaborate cross-functionally with key teams (e.g., Product, Finance, Customer Success) to provide actionable insights that inform decision-making
- Analyze operational KPIs and performance metrics to identify trends, challenges, and opportunities, driving improvements in customer support
- Enable systems to track the data required for ISO 9001 audits, ensuring compliance with auditing standards
- Own the preparation and delivery of global Monthly Business Reviews (MBRs) and board reports, ensuring insights align with strategic objectives
- Support Finance with resource planning, headcount forecasting, and related data analysis to optimize operational efficiency
- Process Optimization & Problem Solving:
- Analyze existing processes to identify inefficiencies and areas for improvement across Customer Support operations
- Develop and present detailed recommendations for process enhancements, backed by data and insights, in a clear and actionable format to decision-makers
- Lead the implementation of approved process improvements, ensuring successful execution and monitoring for ongoing effectiveness
- Collaborate with relevant stakeholders to align on priorities and ensure the improvement efforts are aligned with business goals
- Drive continuous improvement through regular reviews, identifying new opportunities to optimize workflows, increase productivity, and reduce escalations
- Project & Change Management:
- Provide advisory and strategy assistance to support organization leaders on new initiatives, projects, and programs as needed
- Ensure that all POD members have a deep understanding of the support organization services, ongoing priorities, and strategy
- Provide regular updates to stakeholders via steering committees, project charters, and portfolio dashboards
- Implement structured change management practices, integrating leadership alignment, impactful communication, and employee enablement to ensure successful transitions
- Tool & Technology Ownership:
- Administer and configure CX tools to support team performance and operational excellence
- Co-own the quarterly audit process for support tools, ensuring compliance with ISO 27001 certification requirements
- Own the improvement process for CX tools, working cross-functionally with Information Systems to ensure Support initiatives are implemented correctly in Salesforce
- Identify and drive opportunities for automation within Support’s operational workflows, optimizing efficiency and reducing manual tasks
- Understand and assess the capabilities of support tools, identifying opportunities to maximize their usage for improved outcomes
- Stay informed about advancements in the technology landscape for customer support, exploring alternative solutions that can improve performance
- Partner with the Knowledge and Enablement team to train staff on the effective use of CX technology, ensuring optimal adoption and utilization
- Leadership & Collaboration:
- Act as a trusted advisor to stakeholders, fostering a culture of collaboration, innovation, and shared values
- Facilitate cross-functional engagement to optimize project delivery and organizational impact
- Cultivate a team of change agents to deliver high-value programs that drive positive transformation
- Provide Supervision and career development for POD direct reports
Our take
PingIdentity is a platform, delivered through both cloud services and on-premises software, that is used to provide a comprehensive Identity and Access Management service. In today’s highly connected digital world, digital identity management services — the process of identifying and authenticating users on networks to access services — has become a key aspect of interacting on the internet.
The digital identity market is worth approximately $30 billion today but growing at upwards of 18.5% and potentially as big as $100 billion by 2024, according to the latest forecasts. Consequently, competition is heavy for PingIdentity, with some other strong players in the various branches of identity management including Okta, LastPass, and Duo Security. The merger between PingIdentity and ForgeRock went some way to consolidating a firm rooting in the industry for both companies.
The now combined, PingIdentity and Forgerock have successfully attracted considerable funding and serve hundreds of brands, including Morningstar, Vodafone, and GEICO as well as governments like Norway, Canada, and Belgium. Alongside this, both companies were acquired by the leading software investment firm, Thoma Bravo in 2022 before the merger. This acquisition offered a unique opportunity for PingIdentity to further grow and marked the beginning of an exciting new chapter for the combined company and its customers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2020
$93.5m
SERIES E
Sep 2017
$88m
SERIES D
Total funding: $233.5m
Company benefits
- AD&D: Benefit to financially help loved ones in case of accidental death or disability
- 100% Company paid Health Care options
- Vacation Allowance
- Health and Wellbeing resources
- Parental Leave and Family Bonding
- Expert Eye Care and the lastest eye wear
- Range of dental coverage
- Retirement programs with several investment options and financial planning services
- Employee Assistance Program
- Free lunches, snacks, and drinks
- Commuter Offset
Leadership
Andre Durand
(CEO)Is on the board for Jamf, Executive Chairman of Identiverse. Previously the Co-Founder of Digital ID World, LLC and Founder and General Manager of Jabber, Inc.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 22 more jobs at ForgeRock