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Automations & Excellence Program Manager
About the position
The Automations & Excellence Program Manager plays a pivotal role in driving high impact projects and programs for Asana’s Customer Experience Organization, especially supporting AI transformation efforts across Services & Support. As a key member of the Support & Services Automations & Excellence team reporting into the Strategic Support Operations Manager, this individual will manage a portfolio of strategically impactful projects and programs intended to improve processes and systems, elevate Customer Experience team performance, improve Asana Customer outcomes (satisfaction, retention, utilization, consumption), and support multi-horizon strategic initiatives. This individual will combine analytical depth, operational excellence, strategic problem-solving, and strong cross-functional influence to ensure the programs they support are well scoped, expediently delivered, and produce exceptional results for Asana and our customers. This role is based in our San Francisco office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.
Responsibilities
- Translate business requirements into strategic, multi-horizon, actionable programs, project plans, and cross functional initiatives
- Coordinate transformation AI programs for Services & Support, identifying and realizing high leverage opportunities to support AI product maturity, maximize customer AI consumption, and promote self-service outcomes
- Own the successful execution of those programs, ensuring cross-functional alignment, actionable timelines set with velocity in mind, clear objectives, and quantified success metrics
- Apply and contribute to the improvement of program and project governance frameworks to drive stakeholder alignment and effective communication re: program progress, risk, and decisions
- In partnership with the Strategic Support Operations Manager, contribute to quarterly and annual planning cycles, including goal-setting, resource, planning, and establishing measurable success metrics
- Identify friction points in the customer and internal delivery lifecycles. Scale operations by embedding automation, AI workflows, and industry best practices into our day-to-day motions
- Serve as the connective tissue between the Operations team’s specialized pillars (Tooling/Automations, Knowledge Management, Analytics, WFM) to ensure successful, holistic program rollouts
- Execute structured change management and enablement plans to ensure high adoption of new tools, workflows, and policies across a global, highly multi-functional footprint
Requirements
- 8+ years of experience in Program Management, Support Operations, Professional Services Operations, or a related Business Operations function within a high-growth SaaS environment
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
- A proactive focus on AI and emerging technologies, with demonstrated experience leveraging Large Language Models (LLMs) and generative AI tools to drive operational efficiency and unlock productivity for yourself and your project teams.
- Build and present executive-level reporting on AI transformation program health, surfacing risks, milestones, and strategic recommendations to senior and C-suite stakeholders in a clear, actionable format
- A proven track record of bringing structure to complex, ambiguous, and fast-paced environments. You know how to scope projects, map dependencies, effectively prioritize amongst competing high-impact initiatives, and hold cross-functional teams accountable
- Strong familiarity with core Services & Support operational disciplines (e.g., queue management/case assignment, workforce management/forecasting, scoping/staffing, escalation management, implementation and technical services delivery, etc)
- Comfortable interpreting performance data, defining key success metrics (KPIs), and leveraging business intelligence tools to drive data-informed decision-making
- Familiarity with the deployment and optimization of LLM applications within a SaaS environment, particularly regarding AI-powered chatbots, copilots, and self-service automation tools designed to drive improved customer and employee outcomes
Nice-to-haves
- 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.
Benefits
- Mental health, wellness & fitness benefits
- Career coaching & support
- Inclusive family building benefits
- Long-term savings or retirement plans
- In-office culinary options to cater to your dietary preferences
