Snowflake SENIOR PROGRAM MANAGER SUPPORT QUALITY 

United States, Georgia, Atlanta 

387355842

• 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.

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

• The estimated base salary range for this role is $133,000 - $203,300.
• Additionally, this role is eligible to participate in Snowflake’s bonus and equity plan.