Readiness Program Manager

AI at Zapier

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Check out our guidance on How to Collaborate with AI During Zapiers Hiring Process including how to use AI tools like ChatGPT Claude Gemini or others during our hiring process - and when not to.

About the Role

Support Readiness drives scalable AI-driven systems and frameworks that ensure Support is prepared confident and aligned for every product and feature launch. To achieve this the Readiness Program Manager (RPM) ensures that readiness knowledge and training operate as one cohesive ecosystem that continuously improves over time.

This role bridges project management knowledge governance and readiness to orchestrate the flow of information between Support Product Build and the wider GTM team. The RPM ensures that everyone in Support has the right mix of knowledge and enablement at the right time to deliver a fast accurate and exceptional customer experience.

The RPM also owns Supports training framework along with the Readiness Specialist and will partner with Tech Leads and Global Support ICs to coordinate new hire upskilling and refresher training. The RMP will foster feedback loops between Quality VoC and the queue-facing roles to understand pain points trends gaps and insights that can be addressed through training initiatives.

Things Youll Do

AI Integration & Process Optimization

• Essential to this role is implementing AI-driven frameworks tools and workflows that streamline readiness access tracking and insight generation.

• Partner with Technical Support Operations and Zapier on Zapier teams to formulate projects ensure frameworks align with Support Brain and CoPilot initiatives and to define success metrics for usage content accuracy confidence and governance.

• Build frameworks for human-in-the-loop QA and readiness validation aligning with Zapiers AI orchestration principles.

Readiness Ownership

• Help direct/coordinate the day-to-day work of the Readiness Specialist including readiness coordination live trainings curriculum refinement knowledge updates and general content creation updates and validation. There are no people management responsibilities associated with this role.

• Own and continuously evolve Support Readiness ensuring its scalable predictable measurable and meeting ICs where theyre at. Heres what this might look like:

  • Evolving our current approach to Readiness to lean more heavily on AI and automation to ensure notifications are timely relevant drive engagement and are surfaced to ICs in the right places.

  • Creating and managing end-to-end readiness for new products and features by collaborating with Product and Build. As Product and Build standardize their use of ProductBoard and Epics theres an opportunity to build the robot and reduce the manual efforts readiness currently requires.

  • Coordinating the delivery of readiness materials with Support Teams including live sessions demos async learning materials etc.

  • Utilize data and metrics to understand the impact and engagement of readiness efforts to make course corrections as needed to drive engagement.

  • Seek out readiness feedback via office hours small team meetings listening tours etc. every planning cycle to ensure were meeting the readiness needs of Support.

• Oversee the new hire training framework for Global Support ensuring onboarding content and delivery align with Zapiers readiness standards and technical expectations.

  • Update and evolve our current new hire curriculum to be more technical and revolve around on-the-job training with agents in the queue.

  • In partnership with QA Tech Leads and MTLs identify and coordinate coaching upskilling and refresher sessions post-graduation.

  • Standardize daily progress updates and feedback for new hires and MTLs.

• Continuously collaborate with Tech Leads Readiness Specialist and Global Support ICs to identify and address emerging enablement needs.

  • Utilize data to drive upskilling decisions based on metrics QA satisfaction etc.

  • Sandboxing opportunities to connect new product and feature readiness with

Cross-Functional Readiness & Enablement

• Youll serve as the primary readiness point of contact between Product and Engineering ensuring Support is informed trained and ready for new product and feature releases.

• Youll be the Support stakeholder for readiness efforts that span Go-to-Market Product Build and other departments where youll distill the impacts for Support and help the team plan accordingly.

• Drive engagement and change management across Support by facilitating clear communications around product changes launches and readiness milestones. This could include creating content updating knowledge delivering launch communications recording/hosting training sessions etc. to ensure zero-day readiness for new products and features.

• Youll help to delegate and manage the day-to-day workload of a Readiness Specialist but you wont be responsible for being their people manager.

Knowledge & Content Governance

• Youll own the next iteration of our knowledge management and governance approach. This will include building and refining GPTs to help create knowledge content implementing a system for knowledge submissions and creating and managing frameworks that prioritize and surface knowledge base articles Rover notes macros etc. that need to be reviewed for accuracy and completeness.

• Collaborate with TSO to establish review cadences and validation workflows for AI-generated content ensuring human oversight and compliance alignment.

• Identify content and process gaps surfaced through QA Tech Leads Escalations or VOC etc. and address those gaps through readiness initiatives.

Measurement & Continuous Improvement

• Define and track readiness success metrics (e.g. escalation reduction and readiness confidence scores).

• Collect and synthesize insights from QA Tech Leads Escalations Support and VoC teams to improve future launches.

• Lead retrospectives on major launches to identify systemic improvements and codify learnings.

What Success Looks Like

• Support consistently achieves timely readiness for product and feature launches.

• Product and Support operate with clear communication loops fewer surprises and better launch outcomes.

• Knowledge and enablement content is accurate accessible and AI-assisted improving handle time and CSAT.

• New hires gain diverse on-the-job training experiences leading to quicker troubleshooting and tooling proficiency higher confidence in technical knowledge and a deeper understanding of our product.

• Launch a unified Readiness & Training Framework that connects onboarding product launches and ongoing enablement.

• Deliver consistent readiness reports and insights to Support and Product leadership.

• Establish measurable benchmarks metrics and feedback loops for readiness content engagement and new hire ramp time.

Key Qualifications

• 5 years of experience in Program Management Enablement or Knowledge/Change Management (ideally within a Support or Operations org).

• Proven ability to manage complex cross-functional initiatives with multiple stakeholders and dependencies.

• Strong understanding of product readiness enablement strategy and knowledge management principles.

• Experience designing and managing new hire training or onboarding frameworks.

• Excellent communication and relationship-building skills able to navigate ambiguity and drive alignment across diverse teams.

• Ability to scale processes frameworks and generate resources using AI and automation.

• Data-driven mindset: able to define track and interpret success metrics that demonstrate readiness impact.

• Comfortable working autonomously in a remote fast-paced environment.

Skills and Attributes

• Curious & Fast-Moving: Always staying ahead of product changes new tools and evolving workflows with a keen desire to explore faster and better ways to enable the Support Team.

• Passionate About AI: You have a proven track record of leveraging AI to improve processes or this role youll be expected to identify ways we can work smarter using technology.

• Generalist Agility: Moves fluidly across functions and disciplines connecting technical depth with strategic coordination.

• Program and Operational Leadership: Leads readiness programs end-to-end balancing strategic vision with operational efficacy. You implement repeatable frameworks measure what matters and drive continuous improvement. You hold people accountable and are comfortable leading through influence.

• Enablement Design: Builds learning systems that accelerate onboarding readiness and continuous skill development.

• Change Management: Develop frameworks that ensure accuracy and accessibility of information and drive adoption of new processes through clear communication.

• Cross-Functional Collaboration: Partners effectively with Product PMM GTM and Support to align priorities and deliver results.

• Data-Driven Thinking: Defines and interprets metrics to evaluate readiness and success informing future decision-making.

How to Apply

At Zapier we believe that diverse perspectives and experiences make us better which is why we have a non-standard application process designed to promote inclusion and equity. Were looking for the best fit for each of our roles regardless of the type of companies in your background so we encourage you to apply even if your skills and experiences dont exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.

Education is not a requirement for our roles; however if you receive an offer you will need to include your most recent educational experience as part of our background check process.

After you apply you are going to hear back from useven if we dont see an immediate fit with our fact throughout the process we strive to never go more than seven days without letting you know the status of your application. We know well make mistakes from time to time so if you ever have questions about where you stand or about the process just ask your recruiter!

Zapier is an equal-opportunity employer and were excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someones identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity Inclusion Belonging and Equity. Our code of conduct provides a beacon for the kind of company we strive to be and we celebrate our differences because those differences are what allow us to make a product that serves a global user base. Zapier will consider all qualified applicants including those with criminal histories consistent with applicable laws.

Zapier prioritizes the security of our customers information and is dedicated to adhering to all applicable data privacy laws. You can review our privacy policy here.

Zapier is committed to inclusion. As part of this commitment Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process please contact .

Application Deadline:

The anticipated application window is 30 days from the date job is posted unless the number of applicants requires it to close sooner or later or if the position is filled.

Even though were an all-remote company we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working.

Required Experience:

Manager