Senior Program Manager, Support Quality

Build the future of the AI Data Cloud. Join the Snowflake team.

Snowflake started with a clear vision: develop a cloud data platform that is effective, affordable, and accessible to all data users. Snowflake developed an innovative new product with a built-for-the-cloud architecture that combines the power of data warehousing, the flexibility of big data platforms, and the elasticity of the cloud at a fraction of the cost of traditional solutions. We are now a global, world-class organization with offices in more than a dozen countries and serving many more.

This Program Manager role will be responsible for managing multiple cross-functional initiatives that drive customer experience and efficiency improvements. The focus of the Program Manager will span across the roadmap for Support Quality (Case Handling, Queue Management, Team Collaboration, and Case Quality). This individual should have experience owning programs, partnering with key stakeholders, and driving the change management process.

This role is part of the Support Quality team and reports to the Manager, Support Quality.

• Own the program management of key areas of our support business

• Define and manage milestones, success criteria, dependencies, and change management strategies across teams to ensure programs are delivered both successfully and on time, including project deliverables that require cross-functional teams to commit to solutions

• Lead improvements to effectively impact the continuous improvement of case management to deliver faster resolutions to our customers

• Collaborate with an analytics partner to define and track the key performance indicators for benefit realization

• Develop strong partnerships with cross-functional stakeholders to continuously improve the customer experience and employee satisfaction

• Partner with business stakeholders and collaborate effectively on Support best practices including the design or reengineering of process and technology solutions that address complex business problems

• Work with a functional owner to prepare affected business areas for transition to the new way of working and potentially implementing new business processes.

• A bachelor's degree or equivalent 6-10 years of work experience.

• 5 - 8 years of experience leading complex projects in a technical support environment.

• 5 - 8 years of experience documenting and implementing customer support business processes across cross-functional teams.

• Demonstrated technical project management skills with the ability to manage multiple projects in a dynamic environment.

• Excellent verbal and written communication skills. This includes skill in collaborating with subject matter experts and managers to help deliver business results.

• A demonstrated ability to adapt to new technologies and learn quickly.

• Successful experience working, collaborating, and establishing relationships with leadership, colleagues, and clients.

• Understanding of Data Warehouse fundamentals and concepts.

• Excellent team player, able to work with virtual and global cross-functional teams.

Snowflake is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances

Snowflake is growing fast, and we're scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?

The following represents the expected range of compensation for this role:

• The estimated base salary range for this role is $156,000 - $239,200.
• Additionally, this role is eligible to participate in Snowflake's bonus and equity plan.

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; at least 12 paid holidays; paid time off; parental leave; employee assistance program; and other company benefits.

Snowflake is growing fast, and we're scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?