A hybrid Project Management role at Outreach.
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The Program Manager, Supportability is responsible for helping to identify where customer friction originates and systematically eliminating it. You will help execute feedback programs across customers, Support, and Product/Engineering to identify root causes of issues and drive durable fixes—through product improvements, better instrumentation, documentation, and other proactive measures. In the day-to-day you will run technical programs that improve supportability, prepare Support for new products and features, and drive change through clear insights. You are a self-starter with strong customer empathy and urgency, organized, process-minded, and an excellent communicator.
Location
While we are remote-friendly, we remain an "office-centric" company. This role is categorized as hybrid and it is expected you live in a reasonable proximity to the office in Prague so you would be able to connect with your colleagues on weekly regular basis, attend in-person meetings and company events.
This is a full-time, permanent role, not eligible for contractors and for work from other countries.
#LI-RG1
The offer is contingent upon successfully passing the background screening process.
Your Daily Adventures Will Include
Drive improvements that impact customer’s support experience as well as reduces their need open tickets
Identify product changes that reduce the need for customers to contact support
Maintain a backlog of supportability enhancements and feature requests and advocate for inclusion of those backlog items in release plans
Help collect and organize feedback from support tickets, escalations, CSAT/NPS verbatims, and product operational data and logs; contribute to classifying and prioritizing themes
Assist with cross-team prioritization of defects and supportability enhancements; define clear acceptance criteria that include readiness, support KB articles, and customer onboarding of new features
Prepare Support for launches: coordinate early access/betas, readiness reviews, training, macros, and incident response plans for new features
Partner with the Analytics team to create dashboards and insights on incident/break-fix trends, top customer pain themes, time-to-workaround, reopen rates, deflection, and cost-to-serve
Develop insights and executive readouts that connect customer pain to product backlog, quantify ROI of fixes, and track trend movement over time
Drive problems and roadblocks to resolution with minimal assistance; ensure customers and frontline teams are informed throughout
Champion self-service by partnering on search quality, in-product tips, guided flows, and auto-diagnostics to reduce avoidable contacts
Our Vision of You
7-10+ years of experience in Technical Support, Support Engineering, Customer Success Operations, or Program/Project Management in a SaaS environment
Strong analytical skills; comfort with data and metrics to size problems and measure impact (e.g., SQL/Snowflake, BI tools like Tableau)
Understanding of product lifecycle, release management, feature flagging, and change management
Ability to translate complex technical problems into clear defect reports, reproducible steps, and business impact statements
Excellent written and verbal communication abilities
Demonstrated understanding of Support functions and KPIs (e.g., CSAT, reopen rates, time-to-workaround, deflection, cost-to-serve)
Bachelor’s degree or deep relevant equivalent experience
You embody our core values: we are trusted advisors, we win as one team and we take ownership
Technical understanding of the Outreach platform, features, and company structure
Demonstrated experience with full program lifecycle ownership—from development to launch to continuous improvement.
Familiarity with the technologies we use, including Zendesk, Jira, Snowflake, Tableau, Salesforce; plus product analytics/observability (Datadog)…
Outreach
Project Management
41 open roles on Sydicom
Outreach is a leading sales engagement platform that helps revenue teams optimize their workflows. It provides tools and automation to streamline communication, improve buyer interactions, and drive sales productivity. The platform supports organizations in executing and analyzing their customer outreach strategies effectively.
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