Senior Support Planner Manager
Position Summary
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The Senior Support Planning Manager is a key member of Global Technical Support (GTS), responsible for driving support readiness for new product releases and updates. This role serves as a critical connection between Development, Product Management, and Technical Support, ensuring support teams have the knowledge, training, tools, and resources needed to effectively support new capabilities.
The Senior Support Planning Manager leads the end-to-end support readiness process, coordinating knowledge transfer, enablement, operational planning, and post-launch feedback. By identifying emerging support trends, prioritizing readiness needs, and strengthening feedback loops across teams, this role helps enable proactive issue resolution and delivers a consistent, high-quality support experience throughout the product lifecycle.
Responsibilities
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- Lead and coordinate comprehensive support readiness planning for product releases, ensuring key milestones, deliverables, dependencies, and timelines are effectively managed.
- Partner with Development, Product Management, and Technical Support teams to ensure timely delivery of training, documentation, technical knowledge, and other resources required for new releases.
- Collaborate with Technical Leads and Support Managers to identify skill and knowledge gaps and coordinate effective training and onboarding for L1 and L2 support teams.
- Oversee the development, delivery, and ongoing maintenance of support readiness materials, including playbooks, checklists, documentation, and training resources.
- Monitor and communicate readiness status, risks, dependencies, and issues, escalating to leadership when appropriate.
- Coordinate operational readiness activities, including readiness meetings, go-live support planning, stakeholder alignment, and launch support.
- Monitor post-general availability (GA) support trends and establish effective feedback loops with Product Management and Development teams.
- Part...
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