Transformation Manager, Technical Support

SentinelOne

. Own the end-to-end Technical Support transformation plan, translating strategy into workstreams, milestones, owners, dependencies, success measures, and implementation plans.

Posted 9/29/2026full-timeRemote • United StatesMid-LevelSenior💰 $132,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading transformation initiatives within Technical Support and Customer Experience operations, focusing on program management, operational efficiency, and strategic partnerships. Proficient in utilizing data-driven insights to enhance processes, implement change management, and optimize service delivery models.

Highest-signal resume keywords

Program ManagementOperational TransformationBPO Service DeliveryChange ManagementData Analysis

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Hard Skills

Transformation StrategyOperational EfficiencyPerformance ManagementBusiness Case DevelopmentProcess OptimizationAI ImplementationAutomationKnowledge ManagementCase DeflectionWorkforce Optimization

Soft Skills

Analytical SkillsProblem-SolvingCommunicationInfluencing SkillsExecutive Presentation

Tools & Technologies

Support PlatformsCRM SystemsCase Management SystemsAI Support ToolingWorkforce Management Technologies

Certifications & Qualifications

LeanSix SigmaAgilePMP

Industry Keywords

Technical SupportCustomer ExperienceBPOVendor GovernanceService QualityOperational ReviewsContinuous ImprovementEnterprise SaaSCloud Technology

Tech Stack

Tools & technologies

CloudCyber SecurityPMP

About the role

Key responsibilities & impact

Own the end-to-end Technical Support transformation plan, translating strategy into workstreams, milestones, owners, dependencies, success measures, and implementation plans.
Serve as central program owner across AI and automation, BPO, knowledge management, self-service and deflection, tooling, process optimization, specialization, workforce efficiency, and operating-model initiatives.
Own strategic BPO relationships, including governance, performance management, capacity planning, service quality, operational reviews, issue resolution, and continuous improvement.
Partner with Support and regional leaders to develop and operationalize Partner-Led Support and new delivery models with strategic service partners.
Establish transformation governance, executive updates, decision logs, risk management, dependency tracking, accountability, and executive-level reporting.
Define and track business cases and measurable impact across productivity, cost-to-serve, case deflection, backlog, resolution times, customer experience, quality, automation, and partner performance.
Identify operational friction and recurring failure points through Support data and translate insights into process, tooling, automation, knowledge, or organizational improvements.
Partner with Technical Support, TAM, Public Sector, Engineering, Product, IT, Customer Experience, Finance, Procurement, and other teams on cross-functional execution.
Help Support leaders implement operating-model changes while maintaining continuity of customer operations and drive adoption and change management.
Support the Head of Customer Strategy and Operations on cross-CX initiatives and evaluation, decisioning, and implementation of tooling, automation, and AI.

Requirements

What you’ll need

5 or more years of experience in transformation, business operations, program management, Technical Support operations, Customer Experience operations, consulting, or a comparable role.
Demonstrated experience leading or co-leading operational transformation programs from strategy through implementation, with at least one initiative at enterprise scale.
Experience working within or closely alongside a global enterprise Technical Support or Customer Support organization.
Strong program leadership skills with the ability to manage multiple interconnected workstreams, dependencies, risks, and stakeholders.
Experience with BPO or outsourced service delivery models, including vendor governance, performance management, SLAs and KPIs, quality, and continuous improvement.
Strong understanding of modern Support operating models, including AI, automation, knowledge management, self-service, case deflection, workforce optimization, and digital support.
Ability to identify operational problems through data and convert them into practical changes to processes, systems, and operating models.
Financial and operational acumen to build business cases and quantify productivity, capacity, customer, and cost impact.
Ability to influence senior stakeholders and drive execution across organizations without direct authority.
Strong change-management skills and experience implementing significant changes within live customer-facing operations.
Excellent analytical, problem-solving, communication, and executive presentation skills.
Ability to operate effectively in ambiguity and create structure around complex problems.
Cybersecurity, enterprise SaaS, or cloud technology experience is preferred.
Familiarity with Support platforms, CRM and case management systems, knowledge platforms, AI support tooling, and workforce-management technologies is preferred.
Experience with Lean, Six Sigma, Agile, PMP, or similar transformation and program methodologies is preferred.
Consulting or internal strategy experience combined with hands-on operational experience is preferred.

Benefits

Comp & perks

Restricted Stock Units (RSUs)
Employee Stock Purchase Plan (ESPP)
Flexible time off
Paid company holidays and paid sick time
Gender-neutral parental leave
Grandparent leave
Medical, dental, and vision coverage
401(k) retirement plan with company match
Life and disability insurance
Health and dependent care FSA
Voluntary benefits (hospital, accident, critical illness)
Employee Assistance Program (EAP)
ARAG pre-paid legal
Nationwide pet insurance
Cancer Care program
Global business travel medical insurance
Home office allowance
Mobile phone reimbursement
Wellness coach
Wellness/gym reimbursement
Fertility coverage
Adoption & surrogacy reimbursement