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. Job Summary: The Customer Experience Operations POD Manager acts as a strategic business partner and operations team leader to the CX Global Support Organization, aligning operations with broader business objectives to drive efficiency, performance, and exceptional service. This role combines leadership in data governance, process optimization, and project management with a focus on collaboration and innovation, ensuring impactful outcomes for both internal teams and external customers. Providing leadership to the other operations support functions for collaboration and cross functional delivery. Key Responsibilities: Data Governance, Reporting, and Performance Insights:
- Govern and maintain the integrity of customer case performance data, ensuring accuracy, compliance, and alignment with business objectives.
- Collaborate cross-functionally with key teams (e.g., Product, Finance, Customer Success) to provide actionable insights that inform decision-making.
- Analyze operational KPIs and performance metrics to identify trends, challenges, and opportunities, driving improvements in customer support.
- Enable systems to track the data required for ISO 9001 audits, ensuring compliance with auditing standards.
- Own the preparation and delivery of global Monthly Business Reviews (MBRs) and board reports, ensuring insights align with strategic objectives.
- Support Finance with resource planning, headcount forecasting, and related data analysis to optimize operational efficiency.
Process Optimization & Problem Solving:
- Analyze existing processes to identify inefficiencies and areas for improvement across Customer Support operations.
- Develop and present detailed recommendations for process enhancements, backed by data and insights, in a clear and actionable format to decision-makers.
- Lead the implementation of approved process improvements, ensuring successful execution and monitoring for ongoing effectiveness.
- Collaborate with relevant stakeholders to align on priorities and ensure the improvement efforts are aligned with business goals.
- Drive continuous improvement through regular reviews, identifying new opportunities to optimize workflows, increase productivity, and reduce escalations.
Project & Change Management:
- Provide advisory and strategy assistance to support organization leaders on new initiatives, projects, and programs as needed.
- Ensure that all POD members have a deep understanding of the support organization services, ongoing priorities, and strategy.
- Provide regular updates to stakeholders via steering committees, project charters, and portfolio dashboards.
- Implement structured change management practices, integrating leadership alignment, impactful communication, and employee enablement to ensure successful transitions.
Tool & Technology Ownership:
- Administer and configure CX tools to support team performance and operational excellence.
- Co-own the quarterly audit process for support tools, ensuring compliance with ISO 27001 certification requirements.
- Own the improvement process for CX tools, working cross-functionally with Information Systems to ensure Support initiatives are implemented correctly in Salesforce.
- Identify and drive opportunities for automation within Support's operational workflows, optimizing efficiency and reducing manual tasks.
- Understand and assess the capabilities of support tools, identifying opportunities to maximize their usage for improved outcomes.
- Stay informed about advancements in the technology landscape for customer support, exploring alternative solutions that can improve performance.
- Partner with the Knowledge and Enablement team to train staff on the effective use of CX technology, ensuring optimal adoption and utilization.
Leadership & Collaboration:
- Act as a trusted advisor to stakeholders, fostering a culture of collaboration, innovation, and shared values.
- Facilitate cross-functional engagement to optimize project delivery and organizational impact.
- Cultivate a team of change agents to deliver high-value programs that drive positive transformation.
- Provide Supervision and career development for POD direct reports.
Qualifications
- Proven experience in operations management, data governance, and process optimization, preferably in a customer care or support environment.
- Strong expertise in project management and cross-functional collaboration.
- Excellent analytical skills with the ability to derive actionable insights from complex data sets.
- Familiarity with change management models and their practical application.
- Proficiency in Customer Care tools and systems (e.g., SupportLogic, Monday.com, Salesforce, Jira).
- Exceptional communication skills, with the ability to engage and align diverse stakeholders.
Key Attributes for Success
- Strategic thinker with a focus on measurable outcomes and ROI.
- Skilled problem-solver who thrives in fast-paced environments.
- Collaborative leader who drives cross-functional alignment and innovation.
- Change agent with a commitment to fostering continuous improvement.
USA: $97,500 to $121,775
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. |
Ping Identity Corporation
$97,500 to $121,775
parental leave, tuition reimbursement
Jul 30, 2025