Program Manager for Support Platforms and Self-Service
Open Text Corporation
About the role
About
Elevate customer interactions at OpenText as a Program Manager for Support Platforms and Self-Service. Drive self-service initiatives and enhance customer experience using innovative platforms and AI.
As OpenText's Program Manager, you will lead a global Knowledge-Centered Support program that transforms customer engagement. Your role involves utilizing automation and modern technologies to improve support operations and reduce volume. Collaborate closely with IT and Support leaders to refine tools and workflows on a global scale.
Responsibilities
- Scale and manage an enterprise KCS program from strategy to execution
- Drive self-service initiatives that enhance customer satisfaction
- Optimize support platforms like ServiceNow and Salesforce
- Partner with teams to ensure stakeholder alignment
- Design automation workflows to increase efficiency
Requirements
- On-site collaboration required to maximize impact
- Degree in Computer Science or related field
- 8+ years in complex software support operations
- Expertise with support platforms and knowledge management
- Strong understanding of REST, APIs, and HTML/CSS
Your skill in utilizing AI and modern platforms will be key in enhancing customer experiences at OpenText.
Skills
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