Support Operations Manager

Ping Identity Corp • Denver, CO • 3w ago

About Ping Identity: At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture.We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to w We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.About the Role We are seeking a highly organized and results-driven Support Operations Manager to lead the operational backbone of our support team. This role is critical in ensuring our support processes, people, and systems scale to meet the demands of enterprise customers relying on our mission-critical softwa The ideal candidate will be responsible for the rhythm of support operations-driving efficiency, accountability, and continuous improvement. You will coordinate daily standups, implement best practices, and partner cross-functionally to elevate the customer support experience. Key Responsibilities Daily Support Standups: Facilitate and lead daily standup meetings to review case status, blockers, priority shifts, and resource allocation. Work with CX Ops Manager to gather insight into the status of monthly/quarterly KPI's and also resource planning.

Case Review and Quality Management: Partnering with the escalation management team, run in-depth post-case reviews for high-impact or escalated cases to identify root causes, process improvements, and training opportunities. Track and measure outputs of these reviews

Operational Efficiency: Monitor, refine, and optimize support workflows, including case handling, escalation paths, SLAs, and response times working with CX Ops Manager to submit any changes needing to be made in the CRM and associated tooling

Cross-Functional Collaboration: Liaise with Engineering, Product, and Customer Success teams to ensure timely resolution of issues and alignment on customer priorities. Hold product and engineering accountable for RFE's and Bugs that are causing backlog

Process Documentation: Maintain up-to-date documentation of support processes, playbooks, and escalation procedures.

Team Enablement: Work closely with support leads, Knowledge and Enablement to onboard new and existing team members ensuring an understanding of key processes

Customer Escalation Management: Participate in managing customer escalations, particularly for enterprise clients with mission-critical deployments.

Salesforce Research & Optimization: Proactively research Salesforce improvement ideas, partnering with CX Ops Manager to prioritize and implement enhancements that improve support workflows. Assist with User Acceptance Testing (UAT) to ensure that new features and updates meet operational needs and improve overall system performance Slack Channel Monitoring & Triage: Monitor internal support Slack channels to surface recurring issues, clarify processes, and ensure timely responses to questions around tooling, workflows, and customer interactions Process Change Management & Communication: Coordinate the rollout of process updates, ensuring support teams are informed, trained, and adhering to revised workflows. Own change communication and feedback loops for continuous improvement.

You have 5+ years of experience in Support Operations, Technical Support, or Customer Experience, ideally with enterprise software products.

Experience managing or supporting 24/7 and global support teams.

Strong understanding of ITIL or support frameworks; certifications a plus.

Proficiency in support tools such as Salesforce Service Cloud, Jira, or similar platforms.

Familiarity with monitoring/logging tools (e.g., PagerDuty, Datadog, Splunk) and incident workflows.

Excellent communication and facilitation skills.

U-Haul • Aurora, CO • 11h ago

Management & Administrative

Compensation Range: $12.32 to $20.00 Hourly Location: 615 S Havana St, Aurora, Colorado 80012 United States of America Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated peopl...

11h ago

Go to Apply

Customer Service Associate - Temporary

Walgreens • Foxfield, CO • 11h ago

Management & Administrative

11h ago

Go to Apply

Customer Service Representative

U-Haul • Lakewood, CO • 11h ago

Management & Administrative

Compensation Range: $12.32 to $20.00 Hourly Location: 9190 W Jewell, Lakewood, Colorado 80232 United States of America Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated peopl...

11h ago

Go to Apply

Senior Engineering Project Manager

ManpowerGroup • Broomfield, CO • 11h ago

Management & Administrative

Our client is seeking a direct hire, Senior Project Manager, to manage Large-scale fire alarm installations. This person will be managing projects that typically take 2 years; usually 3 levels (basement, 1st, 2nd floor)...

11h ago

Go to Apply

PBX Service Agent

Omni Hotels • Broomfield, CO • 11h ago

Management & Administrative

Location Interlocken Resort The Four-Diamond, award-winning Omni Interlocken Resort welcomes you to a retreat into modern luxury. Nestled against the backdrop of the Rocky Mountains, this year-round Colorado resort near...

11h ago

Go to Apply

Administrative Assistant IV

Lumen • Denver, CO • 11h ago

Management & Administrative

About Lumen Lumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are building a culture and company from the people up...

11h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.