Senior Technical Program Manager, Support Operations

Available Locations: Austin TX Lisbon Portugal London UK

This position will be based in Austin Texas London England or Lisbon Portugal. You will be reporting into the Support Program Management Organization (PMO).

About the Role

Cloudflare is seeking a highly skilled and self-motivated Technical Program Manager to lead and manage Support Operations initiatives and projects. We are looking for expertise in Support Operations and a detailed understanding of the process flows and challenges a Support team faces. You will monitor Support KPI attainment and make process and staffing recommendations to improve them. You will own and maintain the global Support delivery capacity plan.

You will recommend project manage execute track and report on major Support Operations initiatives to successful completion. You will own collecting requirements setting up deliverables reporting progress managing stakeholder expectations and working with various functions to deliver success. You will partner with stakeholders to determine available options manage expectations and execute against the roadmap. You have the ability to drive change ensure adoption and help team members understand the benefits of your work. Last you are extremely data driven and use data to inform your decisions.

This job involves managing multiple stakeholders and accommodating teams dispersed across multiple time zones.

The ideal candidate is process driven but remains flexible and iterative someone who loves to tackle new challenges really enjoys bringing people together as a team and driving them towards success.

Major areas of responsibilities

• Document and optimize workflows for Support Engineers
• Own and maintain global Support capacity plan
• Understand technical and business requirements of Support programs
• Effectively balance risk and achieve business objectives
• Obtain clear requirements plans and decisions to proactively tackle critical gaps and mitigate risk
• Drive creation and roll out of scalable processes to meet Support team goals
• Set up regular feedback cycles and ensure buy-in from contributors on program plan & roadmap
• Provide regular status updates to stakeholders and senior management

Desirable skills and knowledge

• BS in Computer Science Information Technology Information Security or related field or equivalent experience
• 3 years in a Support Operations role or a related role in a Support organization
• 8 years experience in technical program management and a desire for continuous improvement
• Advanced proficiency in Microsoft Excel including pivot tables VLOOKUP/XLOOKUP Power Query macros and data visualization
• Proven track record on creating realistic project plans managing dependencies and overseeing execution to meet commitments and deliver with predictability
• Excellent oral and written communication proven track record of effective communication at various levels including executive level
• Flexibility and adaptability experience trying different approaches and adapting as you go based on the needs of your team / project
• Experience working with multiple time zones and multiple cross functional teams
• Strong competency with Confluence JIRA (admin-level experience strongly preferred) and various development methodologies (Agile Waterfall Kaizen Scrum etc)
• Servant leader who has successfully gained authority with peers by demonstrating empathy providing support and motivating others
• Comfortable managing tight deadlines changing priorities and ambiguity
• Knowledge of web performance security and network services a plus
• Experience with AI self-service or voice of the customer programs a plus

What Makes Cloudflare Special

Were not just a highly ambitious large-scale technology company. Were a highly ambitious large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014 weve equipped more than 2400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work technology already used by Cloudflares enterprise customers--at no cost.

Athenian Project: In 2017 we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free so that their constituents have access to election information and voter registration. Since the project weve provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Heres the deal - we dont store client IP addresses never ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something youd like to be a part of Wed love to hear from you!

This position may require access to information protected under U.S. export control laws including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their or any other persons perceived or actual race color religion sex gender gender identity gender expression sexual orientation national origin ancestry citizenship age physical or mental disability medical condition family care status or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include but are not limited to changing the application process providing documents in an alternate format using a sign language interpreter or using specialized equipment. If you require a reasonable accommodation to apply for a job please contact us via e-mail at or via mail at 101 Townsend St. San Francisco CA 94107.