Company Overview:
For over 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses. Our solutions span across manufacturing, wholesale/retail distribution, building and construction, and field service, integrating into every aspect of our customers' businesses to help them operate more efficiently and focus on what matters most.
Who is ECI?
At ECI, our mission is to empower small and medium-sized business owners. We offer not only top-tier software solutions but also an award-winning company culture:
- Competitive benefits focused on employee well-being, including paid volunteer time off.
- Recognized by Achievers as one of the 50 Most Engaged Companies To Work For, five years running.
- Certified as a Great Place to Work for six consecutive years.
- Over a dozen International Business Awards (Stevie®) for our culture of creativity, innovation, and leadership.
"We are industry experts supporting the entrepreneurial spirit and profitable growth of small and medium-sized enterprises."
Join our global team, known for its positive culture, professional development, and collaboration.
Position: Customer Support – Operations Program Manager
Reporting to: Senior Director of Customer Support
Location: ECI Office location or Remote
Overview:
ECI is building a more consistent, scalable, and high-quality Customer Support experience.
We need a thought leader that can design, implement, and manage a framework that stitches together our global Support team across multiple products and geos.
This is a “builder” and optimizer role where you will manage change and gain buy-in from several different stakeholders. The ability to bring vision to life, communicate at all levels of the org, and drive meaningful change are critical for success in this role.
In this role you’ll optimize policies & procedures and enable a team of over 200 Application Support Technicians to meet key metrics including CSAT, Efficiency, and Time to Resolution (TTR). You’ll implement and constantly refine a common set of standards while balancing the custom needs of each team and product.
You enjoy thinking about processes and how to improve the small things that have an asymmetrical impact on efficiency and the Customer Experience. You're able to prioritize changes that have the biggest bang for the buck and allow teams to work smarter and not harder. You also have a passion for organizing department operations including recurring meetings, change management, intake, prioritization, and communication.
Key Focus Areas:
- Co-create and operationalize Support procedures: Build and maintain a centralized framework for global Support policies and procedures in partnership with Support leaders and cross-functional stakeholders.
- Drive expansion of core programs: Scale key department programs (Premier Success, Follow-the-Sun coverage, Escalations Management, Knowledge Management, Quality Assurance) by aligning owners, defining success measures, and removing execution friction.
- Orchestrate Salesforce enhancements + reporting: Serve as the coordinating lead for Support’s Salesforce enhancement intake and reporting needs by partnering with internal teams to deliver changes that improve frontline outcomes.
- Lead tooling / systems / process prioritization: Facilitate prioritization of Support tooling, systems, and process needs; run intake and review forums with Support leadership to drive clear decisions and follow-through.
- Enable enterprise releases and change adoption: Drive readiness and change management for enterprise initiatives (e.g., Workday ERP integration), ensuring Support impacts are understood, communicated, and implemented smoothly.
- Facilitate Aha Ideas Exchange governance: Guide evaluation and prioritization to ensure ideas translate into outcomes and decisions remain transparent.
- Build and mature Workforce Management practices: Implement and continuously improve WFM practices across the org, staffing models by product/region, forecasting based on arrival patterns, and tools/processes that improve capacity planning.
- Establish a Supportability program: Partner with Product and Development to identify, quantify, and drive supportability improvements (backlog visibility, defect trends, enhancements) that reduce Support friction and improve customer experience.
- Partner for GTM readiness: Collaborate with Marketing and Sales to ensure Support readiness, internal communications, and frontline enablement for launches and messaging changes.
- Create and sustain the Support rhythm of the business: Provide “Chief of Staff” support (global SharePoint site, department newsletter, event coordination).
Daily Responsibilities:
- Drive best practices for routing and channel strategy: Develop and refine case routing and channel management practices that support CSAT and efficiency targets—working closely with leaders and frontline teams.
- Streamline policies and communications: Evolve department policies/procedures and ensure clear, actionable communication to managers and frontline teams to drive adoption and consistency.
- Continuously improve global processes: Monitor and refine critical workflows (transfers/handoffs, escalations, scope of support), partnering with stakeholders to resolve pain points and improve outcomes.
- Facilitate change management and operating cadence: Coordinate QBRs, change management meetings, and key release readiness, driving alignment, accountability, and execution across Support.
- Optimize channel mix by product/team: Collaborate with leaders to balance phone/email/web/chat coverage and performance to meet service goals by product and region.
- Act as the “front door” for Support impacts: Serve as the coordinating point for company-wide changes affecting Support (enterprise releases, Marketing communications, security/compliance updates), ensuring impacts are assessed and responses are organized.
- Unify process standards that drive efficiency: Maintain centralized resources and standards that enable consistency (transfer policies, HP channel process, escalations, Support/PS scope) and reduce operational noise.
- Partner on operational rollouts: Liaise with Operations team and internal partners to plan and execute rollouts such as AI tooling and Salesforce testing, ensuring Support readiness and adoption.
- Program-manage department initiatives: Lead department-wide initiatives (Customer Service Week, quarterly town halls, surveys, training coordination) with clear plans, owners, and measurable outcomes; steward ongoing programs like Aha.
- Align training needs with process and capability gaps: Partner with Support Enablement/L&D to identify training needs tied to process changes, SME development, and career growth.
Minimum Requirements:
- 5+ Experience in a technical Support environment, ideally for ERP or SaaS products
- 2+ years of experience in Support Operations areas including Quality Assurance, Workforce Management, Content Management, Tools & Systems, Policies & Procedures, Supportability, Enablement
- BA degree or equivalent related experience
- Experience with common Support tooling including Salesforce, Jira, Vonage
- Advanced skills in Microsoft Office including Excel and PowerPoint
- Strong program management & organization skills
- Excellent written and verbal communication skills – ability to communicate changes and gain buy-in across different audiences
Desired Skills/Experience:
- Six Sigma Greenbelt or strong analytics background including relational databases (SQL) and Salesforce reporting
- Project Management certification such as PMP, CAPM, or ScrumMaster
- Comprehensive understanding of Operations and post-sale functions beyond Customer Support including Customer Success, Professional Services, Rev Ops
- Familiarity with Workday ERP, Aha!, Smartsheet, and AI Tools
