GitHub Program Manager, Go-to-Market Support Operations

Posted on February 7th, 2020

Go to Market Program Manager 

This position would be responsible for establishing, implementing and Adminstering the end to end, gated, process for all new releases (product, feature, app or user policy) into Support.  Goals of this process are to: 

  • Ensure our global support teams are prepared for first contact (hiring, training, documentation (customer and Support Engineer facing))
  • Customer journey planning to determine best channel options (self help, community, assisted support) 
  • Identify volume implications (propensity to contact) to ensure volume forecast is accurate (goal 5% variance forecast to actuals)
  • Identify sales implications (pipeline, estimated user increases), to ensure volume forecast is accurate

This process to include (at a minimum):

  • Establishing the methodology for involving our support operations early in release planning (any product, app or feature)
  • Establishing standard Release Management workstreams and checklists to ensure complete readiness (Support Planning, Supportability, L&D,
  • Content/documentation, Service Delivery, Release excellence, Forecasting, Front doors, Delivery enablement, Tools, Reporting and BI)
  • Partnering with Operations for Demand forecasting process (3 months in advance) 
  • Establishing a pre-mortem and post mortem rigor to ensure continuous improvement to this process

Who We Are:

GitHub is the developer company. Over 40 million people use GitHub to build amazing things together across 100 million repositories. We make it easier for developers to be developers: to work together, to solve challenging problems, to create the world’s most important technologies. We foster a collaborative community that can come together—as individuals and in teams—to create the future of software and make a difference in the world.

Leadership Principles:

  • Customer Obsessed
  • Trust by Default
  • Ship to Learn
  • Own the Outcome
  • Growth Mindset
  • Global Product, Global Team
  • Anything is Possible
  • Practice Kindness

Why You Should Join:

At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We've designed one of the coolest workspaces in San Francisco (HQ), where over half of our Hubbers work, snack, and create daily. The other half of our Hubbers work remotely in 18 countries across the globe.

We are also committed to keeping Hubbers healthy, motivated, focused and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.

GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!

Please note that benefits vary by country, if you have any questions, please don't hesitate to ask your Talent Partner.

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