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Support Operations Manager

Ping Identity Corporation
$126,000 to $140,000
parental leave, tuition reimbursement
United States, Colorado, Denver
1001 17th St (Show on map)
Jun 17, 2025
About Ping Identity: At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture.We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. About the Role We are seeking a highly organized and results-driven Support Operations Manager to lead the operational backbone of our support team. This role is critical in ensuring our support processes, people, and systems scale to meet the demands of enterprise customers relying on our mission-critical software. The ideal candidate will be responsible for the rhythm of support operations-driving efficiency, accountability, and continuous improvement. You will coordinate daily standups, implement best practices, and partner cross-functionally to elevate the customer support experience. Key Responsibilities Daily Support Standups: Facilitate and lead daily standup meetings to review case status, blockers, priority shifts, and resource allocation. Work with CX Ops Manager to gather insight into the status of monthly/quarterly KPI's and also resource planning. Case Review and Quality Management: Partnering with the escalation management team, run in-depth post-case reviews for high-impact or escalated cases to identify root causes, process improvements, and training opportunities. Track and measure outputs of these reviews Operational Efficiency: Monitor, refine, and optimize support workflows, including case handling, escalation paths, SLAs, and response times working with CX Ops Manager to submit any changes needing to be made in the CRM and associated tooling Cross-Functional Collaboration: Liaise with Engineering, Product, and Customer Success teams to ensure timely resolution of issues and alignment on customer priorities. Hold product and engineering accountable for RFE's and Bugs that are causing backlog Process Documentation: Maintain up-to-date documentation of support processes, playbooks, and escalation procedures. Team Enablement: Work closely with support leads, Knowledge and Enablement to onboard new and existing team members ensuring an understanding of key processes Customer Escalation Management: Participate in managing customer escalations, particularly for enterprise clients with mission-critical deployments. Salesforce Research & Optimization: Proactively research Salesforce improvement ideas, partnering with CX Ops Manager to prioritize and implement enhancements that improve support workflows. Assist with User Acceptance Testing (UAT) to ensure that new features and updates meet operational needs and improve overall system performance Slack Channel Monitoring & Triage: Monitor internal support Slack channels to surface recurring issues, clarify processes, and ensure timely responses to questions around tooling, workflows, and customer interactions Process Change Management & Communication: Coordinate the rollout of process updates, ensuring support teams are informed, trained, and adhering to revised workflows. Own change communication and feedback loops for continuous improvement. You have 5+ years of experience in Support Operations, Technical Support, or Customer Experience, ideally with enterprise software products. Experience managing or supporting 24/7 and global support teams. Strong understanding of ITIL or support frameworks; certifications a plus. Proficiency in support tools such as Salesforce Service Cloud, Jira, or similar platforms. Familiarity with monitoring/logging tools (e.g., PagerDuty, Datadog, Splunk) and incident workflows. Excellent communication and facilitation skills. Proven ability to analyze data and translate insights into action. Empathy and commitment to improving both customer and employee experiences. Preferred Qualifications Background in SaaS, cloud infrastructure, or cybersecurity. Experience with ISO/SOC compliance environments Prior hands-on experience with running retrospectives or root cause analyses (RCAs). Ability to thrive in high-pressure, high-stakes environments. USA: $126,000 to $140,000 In accordance with Colorado's Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities. Life at Ping: We believe in and facilitate a flexible, collaborative work environment. We're growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that's who we want to succeed with every day. Here are just a few of the things that make Ping special: A company culture that empowers you to do your best work. Employee Resource Groups that create a sense of belonging for everyone. Regular company and team bonding events. Competitive benefits and perks. Global volunteering and community initiatives Our Benefits: Generous PTO & Holiday Schedule Parental Leave Progressive Healthcare Options Retirement Programs Opportunity for Education Reimbursement Commuter Offset (Specific locations) Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone's individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self. We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.