Senior Support Operations Program Manager - Prague, Czechia at Outreach

About Outreach Outreach, founded in 2014, is the only complete AI Revenue Workflow Platform that helps sales leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. Outreach infuses agentic AI to power 100s of use cases across sales motions. From new logo prospecting to renewal and expansion, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Global organizations use Outreach to power their revenue teams, including SAP, Siemens, Snowflake, ZoomInfo, and Verizon to name a few. To learn more, please visit www.outreach.io. The Role:  We’re looking for a strategic, forward thinking and technically savvy Senior Support Operations Program Manager to lead the development of custom tooling solutions that elevate the efficiency, quality, and overall experience of our customer support organization. This is a high-impact role where you’ll blend analytics, product thinking, and operational insight to build scalable solutions that drive quality, productivity, and confidence across our support organization enabling our teams to deliver exceptional, personalized customer experiences at scale.  You’ll be empowered to identify pain points, design smart solutions, and collaborate cross-functionally to bring them to life. Whether it’s streamlining workflows, improving data visibility, or integrating AI-driven enhancements, your work will directly impact how our support teams operate and how our customers experience service.  By building smarter tools and systems, you’ll help our teams deliver faster, better, and more human support at scale. If you love solving complex problems with data, empathy, and innovation, and want to build tools that make a real difference - this is the role for you.  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 team on 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. Your Daily Adventures Will Include • Build the future of support tooling. Proactively identify opportunities to streamline workflows, reduce friction, and enhance both customer and agent experience through custom-built tools and automation. Your work will enable support teams to operate with greater precision and agility - driving product adoption, minimizing churn, and creating systems that foster cross-functional success and long-term customer loyalty • Turn data into action. Leverage support and product data to uncover insights, prioritize high-impact initiatives, measure success, and craft compelling narratives that influence leadership and cross-functional stakeholders. • Be a product owner. Define clear requirements, collaborate with engineering, test iteratively, and deliver solutions that are intuitive, scalable, and aligned with customer needs. You’ll own the full lifecycle of internal custom tooling projects that improve operational efficiency and customer outcomes • Champion support excellence. Use your deep understanding of support platforms and processes to build systems that empower agents, optimize productivity, and enable seamless cross-functional collaboration between Support, Product, Engineering, Customer Success and other teams • Bring empathy to innovation. Keep the customer and support agent experience at the heart of every solution. You’ll advocate for tools that not only solve problems but also make work more human and rewarding • Unleash the power of AI. Identify where AI can solve real support challenges - whether through automation, intelligent routing, issue diagnostics or predictive insights - and help implement these solutions thoughtfully and effectively • Lead with clarity and momentum. Drive projects from idea to execution with exceptional communication, stakeholder alignment, and bias for action. You’ll ensure that initiatives stay on track, deliver measurable impact, and evolve with the needs of the business Our Vision of You • A sharp analytical mindset and comfort with data-driven decision-making. You know how to dig into data to uncover insights, prioritize initiatives, and build persuasive narratives that influence stakeholders. You’re fluent in metrics and love turning numbers into action • Experience in product development or operations - ideally with exposure to internal tooling or support tech. You’ve worked closely with product or engineering teams to scope requirements, test solutions, and iterate based on feedback. You understand how tools are built and how to make them work for real users • Hands-on knowledge of support platforms (such as Freshdesk, Zendesk), reporting tools (such as Tableau), CRM systems (such as Salesforce), and internal tools (such as JIRA). You’ve worked directly with these platforms and you know how to make tools work together to support seamless workflows, whether it’s syncing data between systems, automating ticket routing, or building dashboards that surface actionable insights. You’re comfortable navigating APIs, integrations, and system limitations, and you bring a practical understanding of how these tools impact both support agents and customers • Familiarity with AI technologies and a curiosity to learn more. You’re excited about the potential of AI to transform support and know how to spot opportunities where it can add real value. Whether you’ve worked hands-on with AI tools or are eager to dive in, you bring a thoughtful and informed perspective • Exceptional project management and communication skills - you keep things moving and people informed. You’re organized, proactive, and know how to drive cross-functional initiatives from idea to execution. You communicate clearly, manage timelines effectively, and ensure alignment across teams • A customer-first attitude and empathy for support teams. You deeply understand the challenges support teams face and advocate for solutions that make their work easier and more impactful. You balance operational efficiency with human-centered design Why You’ll Love It Here ● Amazing working space with a running track on its roof ● Flexible time off, 5 weeks of vacation, and 5 annual sick days ● 4% employer supplemental pension monthly contribution ● Private medical care for employee and spouse with Program Health Plus ● Life insurance at 2x annual salary ● 5.000 CZK monthly allowance for meal vouchers, flexipasses and other personal expenses ● 16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave ● Opportunity to be part of company success via the RSU program ● Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military  ● Employee referral bonuses to encourage the addition of great new people to the team ● Fun company and team outings because we play just as hard as we work Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.