GitHub Program Manager, Support Planning

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GitHub helps companies, organizations, and groups of individuals succeed by allowing them to build better software, together. We are building the global platform for developer collaboration to accelerate human progress. Want to come join our amazing support team? Keep reading ….

Do you have a passion for customer experience? Are you experienced at developing end-to-end project plans and executing on business roadmaps? Do you thrive on analyzing data, customer feedback and industry trends to inform the core strategies that will move Customer Support forward?

As a Support Planner, your customer obsession leads to support experiences that create SuperFans of GitHub. In this role, you will develop and deploy innovative world class support experiences for GitHub product launches. You must deeply understand customers’ support needs and translate them to design and deploy experiences in partnership with stakeholders across GitHub  

Responsibilities:

  • Design the Experience journey for GitHub customers to find help through in-product, online, community or assisted support capabilities.
  • Understand internal and External Support Experience landscapes by evaluating current experiences.
  • Maintain a deep knowledge of industry and competitor landscape, GitHub product strategy and customer insight to develop support experiences for new product introductions and market expansions.
  • Partner with Product & Engineering to build and deliver a support experiences aligned to offering and product strategy with defined KPIs
  • Work with our Go-to-Market team to ensure well defined support experiences are designed for major product, feature or SKU releases. 
  • Develop a plan to measure impact, monitor results, and develop post-mortem to inform go-forward testing / planning.
  • Conduct rigorous experience reviews to inspect KPIs and ROI for the experiences and represent the results to key stakeholders
  • Partner with Delivery team members to gather feedback, land experiences and drive course correction plans.
  • Manage stakeholder communication and ROB – Implement recurring communications cadence to deliver and discuss new support experiences, key initiatives, and business results. 

Key Deliverables

  • Synthesized Market Research and Opportunity Analysis
  • Product Strategy & Planning Cycle Alignment
  • Innovative strategies to improve the health of scenarios to improve the lifecycle
  • Customer Journey Maps
  • Support Plan

Key Skills / Experience

  • Bachelor’s degree in Business, Marketing Communications or equivalent, MBA preferred
  • 3  or more years in customer service, market research, analysis or a technical discipline preferred
  • Experience working in a SaaS industry preferred
  • Excellent oral and written communication skills including the ability to clearly communicate recommendations and solutions plainly with customers and stakeholders.
  • Ability to work across multiple organizations to identify and execute solutions
  • Ability to develop and implement creative solutions and influence others in their adoption.
  • Strong project management skills including an ability to manage cross-functional deliverables in a fast-paced environment

Who We Are:

GitHub is the developer company. We make it easier for developers to be developers: to work together, to solve challenging problems, and 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 many Hubbers work, snack, and create daily. The rest of our Hubbers work remotely around the globe. Check out an updated list of where we can hire here: https://github.com/about/careers/remote

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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