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Support Operations Project Manager

Company: SurveyMonkey
Location: Portland
Posted on: June 28, 2019

Job Description:

About SurveyMonkey

SurveyMonkey (NASDAQ: SVMK) is a leading global survey software company on a mission to power the curious. The company's People Powered Data platform empowers over 17 million active users to measure and understand feedback from employees, customers, website and app users, and the market. SurveyMonkey's products, enterprise solutions and integrations enable 350,000+ organizations to solve daily challenges, from delivering better customer experiences to increasing employee retention. With SurveyMonkey, organizations around the world can transform feedback into business intelligence that drives growth and innovation.

SurveyMonkey is a place where the curious come to grow. By embedding inclusion into our processes, policies, and culture, we are building a workplace for our 1,000+ employees across North America, Europe, and APAC where people of every background can thrive. We've won multiple awards and received recognition for our forward-looking policies, including extended parental and bereavement leave, vendor benefits standards, and Take 4 sabbaticals. SurveyMonkey was recognized by Great Place to Work-- and FORTUNE as a top workplace in 2018 and 2019, and the company has also won numerous awards as a leader in global survey software, including being named among CNBC's Disruptor 50 and the Forbes Cloud 100.

Over the past two years we've become a public company and expanded our platform with enterprise-grade features in privacy, security and compliance, putting SurveyMonkey on the path to rapidly expand our presence within the Fortune 500. We have ambitious goals to grow our international footprint as well, and every member of our troop plays a critical role in driving this growth and transformation. It's an incredible time to join the company and be a part of our next chapter!


Customer Operations

Are you a problem solver? A people person? A customer advocate? We're looking for someone who is passionate about helping us live up to our promise to deliver the industry's best customer support. Every day, we help our 20 million (and growing!) customers make smarter decisions, be it on the phone, over email, or through our Help Center, while thinking up new ways to do an even better job tomorrow. If empowering smarter, quicker, and easier decision-making appeals to you, help make it happen - apply today!


The Role

SurveyMonkey is seeking an experienced, motivated and well-organized project manager to help drive the implementation of key operational and functional objectives for a high performing, efficient global support team. The person in this role will be supporting the company product roadmap by driving execution across multiple stakeholders including the Customer Operations team around process, policy, systems, and tools. As a skilled project manager, they'll lead the creation of an effective project strategy, develop an airtight project plan, and drive progress towards goals while problem-solving along the way. This role reports directly to the Sr. Manager of Support Operations.



  • Take end-to-end ownership for project delivery from scoping to implementation and maintenance
  • Partner with Support Operations manager to define program objectives and strategy
  • Coordinate across a functional working group (Enablement, Content Strategy) to ensure successful roll-out of major feature releases within Customer Operations
  • Manage simultaneous technical projects that involve pre-implementation scoping and planning, architecting viable solutions, and resolving technical obstacles that may occur during the course of the project
  • Identify and communicate timelines, deliverables and key milestones with all stakeholders for assigned projects
  • Develop clear, written project plans with defined tasks, owners, success measures and deadlines
  • Identify potential risks and propose mitigation tactics

  • Monitor all projects and deliverables constantly, and escalate problems or delays appropriately
  • Report any findings and provide status updates to senior leadership and stakeholders on a regular cadence



    • 3+ years managing projects preferably in a SaaS or technology business model
    • Self-starter with exceptional organization, communication, planning, and execution capabilities
    • Passionate about delivering a fantastic customer experience
    • Comfortable in a changing and often times ambiguous environment
    • Ability to juggle and prioritize multiple simultaneous projects and initiatives
    • Effective and proven cross-functional collaborator

    • Experience managing BPO implementations and partnerships
    • Comfortable creating project roadmaps, scopes, and timelines
    • Focused on driving measurable results or key deliverables within ambitious timelines


      At SurveyMonkey, we offer competitive salaries, medical/dental benefits, PTO, 401k, paid holidays, and equity compensation

      SurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Keywords: SurveyMonkey, Corvallis , Support Operations Project Manager, Executive , Portland, Oregon

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