Transformation Manager, Technical Support (East Coast)

Details

SentinelOne is seeking a Transformation Manager, Technical Support (East Coast) to own the execution of the global Technical Support transformation and support strategic initiatives across the Customer Experience organization. The role will serve as the central execution owner for the Support transformation portfolio, converting strategy into an integrated operating plan and driving initiatives from concept through implementation and measurable business impact. The position reports to the Head of Customer Strategy and Operations.

Responsibilities

• Own the end-to-end Support transformation plan, including workstreams, milestones, owners, dependencies, success measures, and implementation plans.
• Lead major transformation initiatives involving AI and automation, business process outsourcing (BPO), knowledge management, self-service and case deflection, tooling, process optimization, specialization, workforce efficiency, and operating-model changes.
• Own strategic BPO relationships, including governance, performance management, capacity planning, service quality, operational reviews, issue resolution, and continuous improvement.
• Partner with Support and regional leaders to develop and operationalize Partner-Led Support and new delivery models with strategic service partners.
• Establish transformation governance through operating reviews, executive updates, decision logs, risk management, dependency tracking, and accountability across workstreams.
• Provide executive reporting on progress, business impact, risks, required decisions, and off-track areas.
• Define and track business cases and measurable impact, including productivity, cost-to-serve, case deflection, backlog, resolution times, customer experience, quality, automation, and partner performance.
• Use Support data to identify operational friction and recurring failure points, translating insights into process, tooling, automation, knowledge, or organizational improvements.
• Partner with Technical Support, TAM, Public Sector, Engineering, Product, IT, Customer Experience, Finance, Procurement, and other teams to drive cross-functional execution.
• Help Support leaders implement operating-model changes while maintaining continuity of customer operations.
• Drive change management and adoption of new processes, tools, automation, and operating models.
• Support the Head of Customer Strategy and Operations with cross-CX initiatives and the evaluation, decision-making, and implementation of tooling, automation, and AI.

Requirements

• At least 5 years of experience in transformation, business operations, program management, Technical Support operations, Customer Experience operations, consulting, or a comparable field.
• Experience leading or co-leading operational transformation programs from strategy through implementation, including at least one enterprise-scale initiative.
• Experience working within or closely alongside a global enterprise Technical Support or Customer Support organization.
• Strong program leadership skills, including management of interconnected workstreams, dependencies, risks, and stakeholders.
• Experience with BPO or outsourced service delivery models, vendor governance, performance management, SLAs, KPIs, quality, and continuous improvement.
• Understanding of modern Support operating models, including AI, automation, knowledge management, self-service, case deflection, workforce optimization, and digital support.
• Ability to identify operational problems through data and convert them into practical changes to processes, systems, and operating models.
• Financial and operational acumen to build business cases and quantify productivity, capacity, customer, and cost impact.
• Ability to influence senior stakeholders and drive execution across organizations without direct authority.
• Strong change-management skills and experience implementing significant changes within live customer-facing operations.
• Excellent analytical, problem-solving, communication, and executive presentation skills.
• Ability to operate effectively in ambiguity and create structure around complex problems.

Preferred experience includes transforming a global enterprise Technical Support organization, implementing AI and automation within Customer Support, and designing, operating, or scaling partner-led support and BPO service delivery models. Cybersecurity, enterprise SaaS, or cloud technology experience is also preferred, as is familiarity with Support platforms, CRM and case management systems, knowledge platforms, AI support tooling, and workforce-management technologies. Experience with Lean, Six Sigma, Agile, PMP, or similar methodologies, as well as consulting or internal strategy combined with hands-on operational experience, is preferred.

Benefits

• Restricted Stock Units (RSUs) and Employee Stock Purchase Plan (ESPP)
• Flexible time off, paid company holidays, and paid sick time
• Gender-neutral parental leave and grandparent leave
• Medical, dental, and vision coverage
• 401(k) retirement plan with company match
• Life and disability insurance
• Health and dependent care FSA
• Voluntary hospital, accident, and critical illness benefits
• Employee Assistance Program and prepaid legal services
• Nationwide pet insurance and Cancer Care program
• Global business travel medical insurance
• Home office allowance and mobile phone reimbursement
• Wellness coach and wellness/gym reimbursement
• Fertility coverage and adoption and surrogacy reimbursement

The U.S. base salary range is $132,000–$150,000 per year, varying by candidate location. A different range may apply in some locations.