Program Manager, Support Enablement

The Program Manager will facilitate, coordinate, and track cross-functional efforts to ensure Customer Support Engineers are equipped with the technical knowledge, tools, and context needed to assist customers effectively post-launch. They will represent the Support Delivery function within the company-wide Launch Operations, partnering and liaising with Product Management, Engineering, Training, and other business units to surface support enablement requirements and coordinate deliverables. The role involves collaborating closely with Technical SMEs to understand new features, scheduling and hosting transfer of information sessions, training sessions, and cross-functional reviews, and serving as the primary liaison between Customer Support and partners. Additionally, the Program Manager will facilitate discussions with SMEs and Product teams to identify product behaviors and risks, define and assign responsibility for enablement activities, gather training requirements, and track impact through metrics like training participation and post-launch case trends.