Analyze customer support trends, case data, and operational metrics to identify recurring issues and opportunities for preventative engagement.
Design and manage programs that help customers maximize product value while reducing avoidable support interactions.
Establish program objectives, implementation plans, timelines, success metrics, and reporting mechanisms to measure business impact.
Collaborate with Technical Support leadership to prioritize and execute strategic initiatives aligned with organizational objectives.
Develop repeatable frameworks and best practices that enable Technical Support teams to engage customers more proactively and consistently.
Monitor program effectiveness through data analysis and customer feedback, continuously refining initiatives to improve outcomes.
Prepare and deliver program updates, recommendations, performance metrics and support insights to Technical Support leadership and cross functional teams.
Champion a culture of proactive customer engagement and continuous improvement throughout the Technical Support organization.
Required Qualifications
Bachelor's degree and 8+ years of experience in program management, technical support, customer success, or a related role.
Experience designing and managing cross-functional initiatives that deliver measurable business outcomes.
Strong understanding of enterprise Technical Support operations and customer engagement strategies.
Demonstrated ability to analyze data, identify trends, and translate insights into actionable programs.
Excellent organizational, communication, and presentation skills.
Proven ability to influence stakeholders and drive initiatives without direct management authority.
Strong project and program management skills with the ability to manage multiple initiatives simultaneously.
Preferred Qualifications
Previous Support Management experience
Experience within an enterprise software environment.
Familiarity with customer health metrics, customer adoption strategies, support analytics, and customer satisfaction measurements.
Experience developing customer enablement programs, knowledge-sharing initiatives, webinars, customer outreach campaigns, or similar engagement activities.
Experience with business intelligence and reporting tools.
PMP, Agile, Lean Sig Sigma or other program management certification is a plus.
Compensation and Benefits
The annual base salary range for this position is USD 90,000.00 To USD 144,000.00
As a valued member of our team, you'll be eligible for a discretionary annual bonus and the opportunity to receive not only a competitive new hire equity grant, but also annual equity awards, connecting your success directly to the company's growth. All subject to relevant plan documents and award agreements.
Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.
Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.
If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.
