Manager, CX Operations POD CX-GSO

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 work. 

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. 

Job Summary:
The Customer Experience Operations POD Manager acts as a strategic business partner and operations team leader to the CX Global Support Organization, aligning operations with broader business objectives to drive efficiency, performance, and exceptional service. This role combines leadership in data governance, process optimization, and project management with a focus on collaboration and innovation, ensuring impactful outcomes for both internal teams and external customers. Providing leadership to the other operations support functions for collaboration and cross functional delivery. 

Key Responsibilities:

Data Governance, Reporting, and Performance Insights:

• Govern and maintain the integrity of customer case performance data, ensuring accuracy, compliance, and alignment with business objectives.
• Collaborate cross-functionally with key teams (e.g., Product, Finance, Customer Success) to provide actionable insights that inform decision-making.
• Analyze operational KPIs and performance metrics to identify trends, challenges, and opportunities, driving improvements in customer support.
• Enable systems to track the data required for ISO 9001 audits, ensuring compliance with auditing standards.
• Own the preparation and delivery of global Monthly Business Reviews (MBRs) and board reports, ensuring insights align with strategic objectives.
• Support Finance with resource planning, headcount forecasting, and related data analysis to optimize operational efficiency.

Process Optimization & Problem Solving:

• Analyze existing processes to identify inefficiencies and areas for improvement across Customer Support operations.
• Develop and present detailed recommendations for process enhancements, backed by data and insights, in a clear and actionable format to decision-makers.
• Lead the implementation of approved process improvements, ensuring successful execution and monitoring for ongoing effectiveness.
• Collaborate with relevant stakeholders to align on priorities and ensure the improvement efforts are aligned with business goals.
• Drive continuous improvement through regular reviews, identifying new opportunities to optimize workflows, increase productivity, and reduce escalations.

 

Project & Change Management:

• Provide advisory and strategy assistance to support organization leaders on new initiatives, projects, and programs as needed. 
• Ensure that all POD members have a deep understanding of the support organization services, ongoing priorities, and strategy. 
• Provide regular updates to stakeholders via steering committees, project charters, and portfolio dashboards.
• Implement structured change management practices, integrating leadership alignment, impactful communication, and employee enablement to ensure successful transitions.

Tool & Technology Ownership:

• Administer and configure CX tools to support team performance and operational excellence.
• Co-own the quarterly audit process for support tools, ensuring compliance with ISO 27001 certification requirements.
• Own the improvement process for CX tools, working cross-functionally with Information Systems to ensure Support initiatives are implemented correctly in Salesforce.
• Identify and drive opportunities for automation within Support’s operational workflows, optimizing efficiency and reducing ma