Readiness Program Manager

AI at Zapier

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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 Support’s 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 You’ll 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 Zapier’s 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 it’s scalable, predictable, measurable, and meeting ICs where they’re at. Here’s 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, there’s 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 we’re meeting the readiness needs of Support.

• Oversee the new hire training framework for Global Support, ensuring onboarding content and delivery align with Zapier’s 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 readi