compliance testing manager Jobs in San Francisco

compliance testing manager

director, clinical monitoring oversight Jobs in San Francisco

director, clinical monitoring oversight

senior manager, gcp quality assurance Jobs in San Francisco

senior manager, gcp quality assurance

supplier quality engineer Jobs in San Francisco

supplier quality engineer

senior manager gcp quality assurance

Olema Oncology

<div><div>Olema Oncology is dedicated to developing better medicines for breast cancer and beyond. Our lead program, palazestrant (OP-1250), is a complete estrogen receptor antagonist (CERAN) currently in development for metastatic breast cancer with blockbuster potential as a monotherapy and in combination in ER+/HER2- metastatic breast cancer. Our follow-on product candidate, OP-3136, is a potent KAT6 inhibitor with best-in-class potential.
Our scientific breakthroughs are accelerated through the ways in which we fearlessly support, motivate, and challenge one another. At Olema, we know that when we put people first, our work becomes second to none. If you're ready to join us at the edge of something unstoppable, let's make a profound impact together for our patients, for your career, for what's beyond.

You can view our latest corporate deck and other presentations here.</div>
As the Sr. Manager GCP Clinical Quality reporting to the Senior Director GCP Quality, you will be partnering with Clinical Development/Operations, Pharmacovigilance and Safety to actively participate in cross-functional study teams ensuring GCP/GVP compliance, assisting in identifying and communicating clinical trial-related risks and opportunities for process improvement as well as reviewing / approving study-related documents and plans and supporting audits.

This hybrid role is based out of either our San Francisco, CA or Cambridge, MA office and will require up to 20% travel.

Your work will primarily encompass:
<ul>
<li>Assist in preparation for, and support of health authority inspections</li>
<li>Supporting the training of cross-functional teams on inspection expectations and processes</li>
<li>Verifying the completeness, accuracy, and availability of inspection-ready documentation</li>
<li>Contributing to the development of inspection storyboards and key messaging</li>
<li>Facilitating and participating in mock inspection activities</li>
<li>Serving in front-room and back-room roles as required during inspections</li>
<li>Perform internal and external audits as assigned to ensure compliance with GCP/GVP regulations and guidelines</li>
<li>Provide GCP/GVP auditing activities, including audit preparation, execution, report preparation, and follow-up to any findings/observations, including corrective and preventive actions (CAPAs), communicate audit results to internal stakeholders
</li><li>Oversee quality aspects related to clinical study start-up, execution, and close-out by providing leadership, guidance, and direction to staff consistent with GCP/GVP</li>
<li>Oversee clinical compliance and quality within the context of cross-functional study teams</li>
<li>Continue to improve/refine Olema's risk based GCP compliance approach globally</li>
<li>Support Quality Management System (QMS) including, but not be limited to: QA review/approval of deviations, CAPAs and change controls</li>
<li>Draft, review, and approve policies, procedures and work instructions</li>
</ul>
Ideal Candidate Profile &gt;&gt;&gt; Key Requirements

A love of challenging, important work. We are a pragmatic team, driven to imagine and develop meaningful therapies for improving lives. All employees within our company play a unique and crucial role in our success, both in accomplishing our mission and building a positive company culture. As such, we are looking for someone with the right combination of knowledge, experience, and attributes for this role.

Knowledge
<ul>
<li>Bachelor's degree is required, advanced degree (MS, PharmD, PhD) preferred</li>
<li>Strong understanding of clinical trials and pharmacovigilance reporting
</li><li>Strong understanding of FDA, EMA, and ICH Health compliance requirements</li>
<li>Understanding of industry quality management tools, quality systems (e.g., QMS, eTMF, EMRs, EDC, etc.)</li>
</ul>
Experience
<ul>
<li>Minimum 7 years of relevant experience in Quality Assurance or related role in a pharmaceutical, biotechnology, or related environment</li>
<li>Demonstrated experience leading and/or conducting internal and external QA audits developing and executing risk-based audit plans</li>
<li>Demonstrated ability to develop and foster positive, collaborative relationships with internal staff as well as with external, third-party vendors</li>
<li>Experience preparing for and supporting regulatory agency inspections, primarily FDA; additional experience with other global regulatory agencies is an advantage
</li><li>Experience writing and reviewing SOPs</li>
<li>Experience using QMS (Veeva systems preferred)</li>
<li>Knowledge and experience in Good Clinical Practice (GCP), Good Pharmacovigilance Practice (GVP) regulations. In addition, preferred Good Laboratory Practice (GLP) experience</li>
</ul>
 Attributes:
<ul>
<li>Excellent verbal and written communication skills</li>
<li>Ability to work independently and collaboratively, as required, in a fast-paced, matrixed, team environment consisting of internal and external team members</li>
<li>Analytical thinker with excellent problem-solving skills and the ability to adapt to changing priorities and deadlines</li>
<li>Excellent planning, organization, and time management skills including the ability to support and prioritize multiple projects</li>
<li>Ability to work hands-on and be a strong individual contributor</li>
</ul>
The base pay range for this position is expected to be $175,000 - $190,000 annually, however the base pay offered may vary depending on location, market, job related knowledge, skills and capabilities, and experience. The total compensation package for this position also includes equity, bonus, and benefits.

#LI-CK1<div>
Important Information &gt;&gt;&gt;
We provide equal opportunity to all employees and applicants for employment and believe that great ideas and discoveries come from a mix of expertise, background, and experience. Olema is building a culture where the value of difference is celebrated.

We offer a competitive compensation and benefits package, seeking to provide an open, flexible, and friendly work environment to empower employees and provide them with a platform to develop their long-term careers. A Summary of Benefits is available for all applicants.

Please note: Olema doesn't accept agency resumes and is not responsible for any fees related to unsolicited resumes. Thank you.

Fraud Alert: We are aware of employment scams where individuals pose as representatives of Olema Oncology and make false use of our company name to defraud job seekers. To protect yourself, please note that Olema's official email addresses end in @olema.com. Our official corporate website is olema.com; our careers page is olema.com/careers; our LinkedIn page is linkedin.com/company/olema-oncology. Please visit these links for official information from Olema. Communication from any other variant is fraudulent. Olema does not conduct interviews via text message/messaging platforms, will not ask you to download anything as part of your interview, will never request any form of payment, provide upfront payments of any kind, and does not make job offers without an in-person interview.</div></div>

Senior Manager, GCP Quality Assurance

Realign

<div>Job Type: Contract
Job Category: IT
Job Description
Role: Salesforce Release &amp; Deployment Manager 
Location: San Francisco, CA - Onsite 
Duration: 6 months 
 
Release Management Perform Salesforce release activities such as Release planning Define the scope, objectives, and timelines for releases 
Prioritization Prioritize features based on business needs Configuring releases 
Ensure releases are configured to meet business needs Risk management Identify potential risks and develop mitigation strategies Quality assurance 
Perform testing activities such as functional, regression, performance, and security testing 
Installation Install the software on target environments Configuration Set up, configure and perform the manual steps 
Process improvement Initiate process improvements as needed Reporting Report on process effectiveness to senior management
Required Skills
SALESFORCE COMMERCE CLOUD CONSULTANT</div>

Salesforce Release & Deployment Manager-3

<div><div>Olema Oncology is dedicated to developing better medicines for breast cancer and beyond. Our lead program, palazestrant (OP-1250), is a complete estrogen receptor antagonist (CERAN) currently in development for metastatic breast cancer with blockbuster potential as a monotherapy and in combination in ER+/HER2- metastatic breast cancer. Our follow-on product candidate, OP-3136, is a potent KAT6 inhibitor with best-in-class potential.
Our scientific breakthroughs are accelerated through the ways in which we fearlessly support, motivate, and challenge one another. At Olema, we know that when we put people first, our work becomes second to none. If you're ready to join us at the edge of something unstoppable, let's make a profound impact together for our patients, for your career, for what's beyond.

You can view our latest corporate deck and other presentations here.</div>
About the Role &gt;&gt;&gt; Director, Clinical Monitoring Oversight

As the Director, Clinical Monitoring Oversight, reporting to the Senior Director, Clinical Operations, you will provide strategic and operational leadership for global clinical site monitoring activities across Olema's clinical programs. You will ensure that clinical monitoring &ndash; whether by internal teams, through Functional Service Providers (FSPs), or outsourced to Clinical Research Organizations (CROs) &ndash; is executed with high standards of quality and consistency while maintaining compliance with GCP regulations. You will oversee Olema's Clinical Monitoring Oversight Leads, regional monitoring teams, and site performance. As the Director, Clinical Monitoring Oversight, you will develop and implement monitoring oversight strategies and standards for Olema's clinical monitoring execution worldwide&mdash;driving operational excellence, data integrity, and inspection readiness across all trials with an emphasis on risk-based, data driven processes.

This role is based out of either our Boston, MA or San Francisco, CA office and will require about travel 15% travel.
Your work will primarily encompass:
<ul>
<li>Provide strategic direction and operational oversight of all global monitoring activities across Olema's clinical programs</li>
<li>Oversee internal clinical monitoring oversight team and FSP vendor responsible for providing Regional Site Monitoring Leads (RSMLs), ensuring alignment, consistency, and accountability across global regions</li>
<li>Establish and maintain effective governance with the FSP partner, including performance management, risk mitigation, and continuous improvement in monitoring quality and efficiency</li>
<li>Define and implement Olema's monitoring strategy, including risk-based and centralized monitoring approaches in alignment with ICH-GCP and regulatory expectations</li>
<li>Ensure global harmonization of clinical monitoring processes, training, and documentation across programs and regions</li>
<li>Develop and monitor key performance indicators (KPIs) and quality metrics to evaluate site performance, FSP delivery, and regional oversight effectiveness</li>
<li>Collaborate with Clinical Operations, Data Management, Clinical Quality, and Clinical Development to ensure monitoring activities are aligned with program objectives and timelines</li>
<li>Contribute to the development and review of key operational documents, including Monitoring Plans, Oversight Plans, Risk Management Plans, and audit/inspection responses</li>
<li>Proactively assess monitoring risks and implement mitigation strategies to maintain inspection readiness</li>
<li>Lead, manage, and mentor internal monitoring oversight staff, fostering collaboration, accountability, and continuous improvement</li>
<li>Serve as the Monitoring Oversight representative on cross-functional and governance teams, presenting program updates, risks, and mitigation strategies to senior management</li>
<li>Drive innovation and process optimization in monitoring oversight practices, including leveraging technology and data analytics to enhance quality and efficiency</li>
</ul>
 Ideal Candidate Profile &gt;&gt;&gt;

A love of challenging, important work. We are a pragmatic team, driven to imagine and develop meaningful therapies for improving lives. All employees within our company play a unique and crucial role in our success, both in accomplishing our mission and building a positive company culture. As such, we are looking for someone with the right combination of knowledge, experience, and attributes for this role.

Knowledge:
<ul>
<li>Bachelor's or Master's degree in a scientific discipline or a related scientific field is required</li>
<li>Strong understanding of ICH-GCP, FDA, EMA, and other global regulatory requirements related to monitoring and clinical trial conduct</li>
</ul>
 Experience:
<ul>
<li>Minimum 12 years of clinical operations experience in the pharmaceutical or biotech industry</li>
<li>Minimum 5 years direct site monitoring experience (qualification, initiation, interim, and close-out visits) with strong understanding of site operations and clinical trial execution</li>
<li>Minimum 5 years in a role providing global monitoring oversight, including oversight of clinical site monitors, FSP/CRO management and oversight, monitoring quality metrics, KPIs, and governance, and a track record of driving performance improvement and corrective action plans</li>
<li>Experience overseeing regional monitoring functions and ensuring alignment across geographically distributed teams</li>
<li>Oncology experience is required
 </li></ul>Attributes:
<ul>
<li>Demonstrated ability to manage FSP or CRO partnerships, including contract governance, KPI development, and issue escalation</li>
<li>Skilled in risk-based monitoring methodologies and the use of oversight tools and systems</li>
<li>Strategic thinker with excellent communication, leadership, and interpersonal skills, with the ability to influence cross-functionally and externally</li>
<li>Strong analytical and problem-solving abilities; adept at managing competing priorities in a fast-paced environment</li>
</ul>
The base pay range for this position is expected to be $235,000 - $250,000 annually, however the base pay offered may vary depending on location, market, job related knowledge, skills and capabilities, and experience. The total compensation package for this position also includes equity, bonus, and benefits.

#LI-CK1<div>
Important Information &gt;&gt;&gt;
We provide equal opportunity to all employees and applicants for employment and believe that great ideas and discoveries come from a mix of expertise, background, and experience. Olema is building a culture where the value of difference is celebrated.

We offer a competitive compensation and benefits package, seeking to provide an open, flexible, and friendly work environment to empower employees and provide them with a platform to develop their long-term careers. A Summary of Benefits is available for all applicants.

Please note: Olema doesn't accept agency resumes and is not responsible for any fees related to unsolicited resumes. Thank you.

Fraud Alert: We are aware of employment scams where individuals pose as representatives of Olema Oncology and make false use of our company name to defraud job seekers. To protect yourself, please note that Olema's official email addresses end in @olema.com. Our official corporate website is olema.com; our careers page is olema.com/careers; our LinkedIn page is linkedin.com/company/olema-oncology. Please visit these links for official information from Olema. Communication from any other variant is fraudulent. Olema does not conduct interviews via text message/messaging platforms, will not ask you to download anything as part of your interview, will never request any form of payment, provide upfront payments of any kind, and does not make job offers without an in-person interview.</div></div>

Director, Clinical Monitoring Oversight

MENTAL HEALTH ASSOCIATION OF SAN FRANCISCO

<div>Overview of Position:
The Bilingual Senior Peer Program Manager works in collaboration with MHASF's Director of Community Programs to provide management of the Marin CAT &amp; MCRT Program daily operations of the crisis-related, follow-up, and crisis aftercare services of the program.
The Program Manager conducts weekly individual supervision meetings and monthly group supervision for the Peer Support Specialists; they will work with Marin Behavioral Health and Recovery Services (BHRS) Unit Supervisors to collaborate and communicate effectively monthly, and they are available during MHASF business hours (Monday - Friday 8 am to 6 pm) to provide on-call consult for HR support, crisis intervention, and debriefing.
The Program Manager additionally will hold a half-time caseload of active clients, be available to respond to mobile crisis calls in-the-field, and they will be required to be a Medi-Cal Certified Peer Support Specialist or achieve that certification within the first 6 months of hire.
Responsibilities:
Top Three Responsibilities:<ul><li>
Serve as a liaison among the various BHRS programs, clinical teams, and MHASF Peer Support Specialists</li><li>
Daily management of program operations including SmartCare E.H.R. documentation review, bi-monthly billing and finance oversight, and monthly check-ins with BHRS contract representatives</li><li>
Manage and provide oversight for program deadlines, data collection, outcome measurement, and reporting</li></ul>
Marin TOT &amp; MCRT Program:<ul><li>
Direct management and weekly 1:1 supervision of Peer Support Specialists and Group Supervision of Peer Support Specialists</li><li>
Serve as a liaison among the various BHRS program sites, clinical teams, peer counselors, and MHASF staff</li><li>
Attend clinical team meetings at BHRS programs; communicate with Unit Supervisors about program opportunities and challenges</li><li>
Oversee the recruitment and retention process in conjunction with HR, Associate Director of Peer Services and BHRS teams for interview panels and final hiring decisions</li><li>
Ensure that Peer Specialists have the necessary resources needed to perform their jobs well</li><li>
Develop and maintain strong working relationships with agency partners, consumer advocates, and other entities supporting the program</li><li>
Support Associate Director of Peer Services in the development of policies and procedures</li><li>
Continuous quality improvement and evaluation of programs and program policies on an ongoing basis</li><li>
Assist in the development of Department goals and objectives</li><li>
Ability to travel to local and regional training sites and meetings</li><li>
Communicate with Associate Director of Peer Services about program challenges and opportunities</li><li>
Ensure quality assurance of program documents, data collection, and materials</li><li>
Offer debriefing meetings and support for staff responding to crisis situations</li><li>
Provide training and QI/QA of case note documentation, adhering to Medi-Cal guidelines, in SmartCare.</li></ul>
HIPAA Compliance and Program Confidentiality:<ul><li>
Exercises reasonable care and caution in protection confidential and sensitive information related to clients and personnel</li><li>
Maintains confidentiality of team, personnel, and client information</li><li>
Works with MHASF program directors to assure quality assurance of program materials as it is related to HIPAA compliance and program confidence</li></ul>
Record-Keeping, Training, &amp; Participation:<ul><li>
Attend supervision, staff meetings, and trainings</li><li>
Utilize MHASF systems of remote communication (Slack, Asana, Outlook, Zoom, SharePoint, OneDrive)</li><li>
Utilize Marin BHRS client record databases (Clinician's Gateway, CSU Log, and MAA Billing)</li><li>
Maintain detailed records of services provided and ensure participant record confidentiality</li><li>
Ensure records contain all data necessary in reporting to the State Department of Mental Health</li><li>
Ensure records conform to Medi-Cal and HIPAA requirements and standards</li></ul>
As job descriptions cannot be exhaustive, the above list of responsibilities is intended to provide a general overview of duties to be assigned and in no way is a comprehensive list of position duties and responsibilities.
Required Qualifications:<ul><li>
Must be or willing to become a Certified Peer Support Specialist or fall under the designation of a Licensed Practitioner of the Healing Arts (LPHA) in California within 6-months of hire</li><li>
Bilingual and able to read, write, and speak Spanish proficiently</li><li>
Personal lived experience of mental health challenges, and/or experience supporting a family member through mental health challenges</li><li>
Proof of COVID-19 vaccination including booster(s)</li><li>
Ability to drive throughout Marin County in one's own personal vehicle for work-related purposes; clean driving record (reimbursement for mileage is provided)</li><li>
Minimum of 2 years of progressive professional working experience in a nonprofit and/or social service with a minimum of 1 year in team management roles</li><li>
Excellent understanding of mental illness diagnoses, symptoms, and impact of stigma on participants</li><li>
Commitment to participant empowerment, culturally competent services, and a nonjudgmental approach</li><li>
Demonstrated success developing and evaluating program models and selecting and successfully operationalizing innovative programs</li><li>
Deep familiarity with mental health recovery resources and programs</li><li>
Strong project management skills managing complex, multifaceted projects resulting in measurable successes and program growth</li><li>
Strength in hiring, recruiting, managing, developing, coaching, and retaining individuals and teams, empowering them to elevate their levels of responsibility, span-of-control and performance</li><li>
Deep understanding of HR, employee performance improvement plans, and corrective action policies</li><li>
Managing complex systems and experience negotiating win-win agreements</li><li>
Highly organized and resourceful, excellent attention to detail, ability to multi-task and manage time well to accomplish all key tasks and deadlines</li><li>
Excellent computer skills including internet, Microsoft Word, Excel, and PowerPoint</li><li>
Collaborative team working style with ability to relate effectively with people from diverse backgrounds</li><li>
Commitment to the mission, vision and values of MHASF</li></ul>
Desirable Qualifications:<ul><li>
Have at least four years of nonprofit management experience</li><li>
Experience with city, county, State, and foundation contract management and reporting</li><li>
Individuals with lived experience of mental illness/psychiatric disabilities, or substance use</li><li>
Experience in Medi-Cal billing</li></ul>
Physical Requirements
The position requires long periods of work at a desk, which may involve sitting or standing and the use of a computer, keyboard, mouse, and desk phone. The office building and between floors of the building, and to travel short distances (under 1 mile) is required. Other physical tasks may involve reaching, pulling, pushing, bending, climbing a stepladder, use of a dolly to move items weighing up to 50 lbs., and lifting and carrying up to 20 lbs.</div>

Bilingual Senior Peer Program Manager

<div>Job Type: Contract
Job Category: IT
Job Description
<div>Platform Architect / Data Architect</div>
Location: San Francisco, CA-Onsite 
Duration: 6-12 months
Data Architecture Strategy 
o Define and implement enterprise-wide data architecture standards and best practices. 
o Develop conceptual, logical, and physical data models for complex systems. 
o Drive modernization initiatives including migration to cloud-based data platforms. 
 
Technology Leadership 
o Evaluate and recommend tools, technologies, and frameworks for data management. 
o Architect solutions leveraging cloud platforms (AWS, Azure, GCP), data lakes, and data warehouses. 
o Ensure integration of structured and unstructured data sources. 
 
Governance Compliance 
o Establish data governance policies, security standards, and compliance frameworks. 
o Implement data quality, lineage, and metadata management processes. 
 
Collaboration Mentorship 
o Partner with business stakeholders, data engineers, and analytics teams to align architecture with business goals. 
Mentor junior architects and engineers on best practices and emerging technologies<div>
Roles Responsibilities:</div><ul><div>
Evaluate new and emerging technologies and how they might be of use to clients</div></ul>
Required Skills
PERFORMANCE ARCHITECT</div>

Platform Architect / Data Architect-1

San Francisco Campus for Jewish Living

<div>Nestled in San Francisco's Excelsior neighborhood on a nine-acre campus, the San Francisco Campus for Jewish Living (SFCJL) is a leading senior services organization in Northern California, providing older adults with comprehensive and innovative care that fosters purpose, dignity, and joy. The campus houses Frank Residences assisted living and memory care, the Jewish Home and Rehabilitation Center, an acute geriatric psychiatric unit, and the Jewish Home and Senior Living Foundation.
<div>
For more than 150+ years, we have fully embraced aging in a community rooted in Jewish values of compassion, connection, and excellence, proudly serving over 2,500 individuals each year from all faiths and backgrounds.</div>
<div></div>
<div>Position Summary</div>
<div>
The Total Rewards Manager is a strategic leader responsible for designing, implementing, and managing compensation, benefits, and recognition programs that attract, retain, and engage top talent across Skilled Nursing and Assisted Living. This role ensures compliance with regulations, partners with HR and Finance, and aligns total rewards strategies with organizational goals.

Key Responsibilities
<ul>
<li>Lead compensation, benefits, and recognition programs, including executive compensation, base salary, and incentives.
</li>
<li>Develop cost-effective and competitive health, retirement, and wellness offerings.
</li>
<li>Monitor market trends, conduct benchmarking, and recommend program enhancements.
</li>
<li>Partner with leadership to ensure total rewards are integrated into business strategies.
</li>
<li>Manage vendor relationships and program communications.
</li>
</ul>Qualifications
<ul>
<li>Bachelor's degree in HR, business, or related field; advanced degree preferred.
</li>
<li>6&ndash;8+ years in compensation/benefits with 4+ years in leadership.
</li>
<li>Strong knowledge of total rewards best practices, compliance, and market trends.
</li>
<li>Excellent strategic, analytical, and communication skills.
</li>
</ul>Why Join Us 
At San Francisco Campus for Jewish Living, you'll shape programs that support over 900 employees and directly impact the quality of care for our residents. Be part of a mission-driven team that values innovation, compassion, and excellence.

Salary: $140,000 &ndash; $160,000 | Full-time | Primarily on-site with flexibility</div></div>

Total Rewards Manager

Gradient

<div>
 Join us at Gradient, where our purpose is to revolutionize home comfort while championing environmental sustainability. Our mission is to combat the escalating challenge of climate change by redefining how homes are heated and cooled. Today, the environmental impact of heating and cooling systems surpasses that of the entire transportation sector, and without intervention, this trend is set to escalate drastically. At Gradient, we believe that ensuring comfortable living spaces shouldn&rsquo;t come at the cost of our planet. We envision a future where every individual can enjoy the luxury of a comfortable home without contributing to carbon emissions. Our high-efficiency, low-carbon heat pump is just the beginning of our journey toward fully decarbonizing buildings. By joining Gradient, you&rsquo;ll be at the forefront of a movement to make sustainable living accessible to all, ensuring healthier communities and a brighter, greener future.
 
 
 
 Overview
 
 
 
 We are seeking an experienced Customer Support Manager with deep expertise in Zendesk to lead our customer support team and scale a high-quality, efficient support operation. This role owns the day-to-day management of customer support agents while designing and executing a support strategy that leverages Zendesk to deliver exceptional customer experiences&mdash;without adding unnecessary headcount.
 
 
 This role requires a hands-on leader who understands how to translate customer needs and business growth into scalable processes, automation, and reporting within Zendesk.
 
 
 
 This person will ideally live somewhere near our San Francisco Headquarters, though we are for US based remote work for the right person.
 
 
 
 
 The estimated base salary for this role is $110,000 &ndash; $130,000 USD per year + equity. An individual's compensation will vary on a number of factors including but not limited to geography, skills, education, experience and unique qualifications where applicable.
 
 
 
 
 Responsibilities
 
 
 
 Customer Experience &amp; Quality
 
 
 <ul>
 <li>
 Define and enforce quality standards for customer interactions across all support channels.
 </li>
 <li>
 Implement quality assurance processes, including ticket reviews and coaching based on Zendesk data and insights.
 </li>
 <li>
 Identify recurring customer issues and collaborate with Product, Engineering, and Operations teams to drive root-cause solutions.
 </li>
 <li>
 Act as a customer advocate by sharing insights and trends derived from Zendesk reporting.
 
 
 </li>
 </ul>
 Scalable Support Strategy &amp; Operations
 
 
 <ul>
 <li>
 Develop and execute a customer support strategy that scales efficiently with business growth.
 </li>
 <li>
 Use automation, self-service, and knowledge management to reduce ticket volume and improve first-contact resolution.
 </li>
 <li>
 Optimize staffing models, schedules, and ticket routing to meet demand while minimizing the need for additional headcount.
 </li>
 <li>
 Own and track key support metrics such as CSAT, NPS, first response time, resolution time, and deflection rate.
 
 
 </li>
 </ul>
 
 Team Leadership &amp; People Management
 
 
 
 <ul>
 <li>
 Lead, coach, and manage a team of customer support agents, ensuring consistent performance and engagement.
 </li>
 <li>
 Conduct regular 1:1s, performance reviews, and coaching sessions with a focus on quality, efficiency, and professional growth.
 </li>
 <li>
 Set clear expectations, KPIs, and workflows for individual contributors using Zendesk as the primary system of record.
 </li>
 <li>
 Build a culture of customer empathy, ownership, and continuous improvement.
 
 
 </li>
 </ul>
 Zendesk Ownership &amp; Optimization
 
 
 <ul>
 <li>
 Serve as the primary owner and administrator of Zendesk, including configuration, workflows, triggers, automations, macros, views, SLAs, and roles.
 </li>
 <li>
 Design and maintain scalable Zendesk workflows that improve response times, resolution quality, and agent productivity.
 </li>
 <li>
 Leverage Zendesk Explore to create dashboards and reports that provide visibility into team performance, customer trends, and operational bottlenecks.
 </li>
 <li>
 Continuously evaluate and implement Zendesk features, integrations, and best practices to support growth without increasing headcount.
 
 
 </li>
 </ul>
 
 Desired Qualifications
 
 
 
 <ul>
 <li>
 4+ years of experience in customer support or customer operations.
 </li>
 <li>
 2+ years of experience managing customer support agents or similar individual contributors.
 </li>
 <li>
 Deep, hands-on experience administering and optimizing Zendesk in a production environment.
 </li>
 <li>
 Proven experience building scalable workflows, automations, and reporting within Zendesk.
 </li>
 <li>
 Strong analytical skills with the ability to translate data into operational improvements.
 </li>
 <li>
 Excellent communication, coaching, and cross-functional collaboration skills.
 
 
 </li>
 </ul>
 
 Nice to Have
 
 
 
 <ul>
 <li>
 Background in hardware and/or software support roles.
 </li>
 <li>
 Experience with Zendesk Guide, Explore, and advanced automations.
 </li>
 <li>
 Experience integrating Zendesk with CRM, product, or analytics tools.
 </li>
 <li>
 Background in SaaS or high-growth environments.
 </li>
 <li>
 Experience leveraging automation or AI to improve support efficiency.
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 Equity
 </li>
 <li>
 Medical/vision/dental/life/disability insurance
 </li>
 <li>
 401k
 </li>
 <li>
 Paid parental leave
 </li>
 <li>
 Professional Development Stipend
 </li>
 <li>
 Commuter benefits
 </li>
 <li>
 Flexible PTO
 
 
 </li>
 </ul>
 
 We are committed to building a diverse and inclusive company. We seek to create a culture where everyone can belong because we believe that people do their best work when they can show up every day as their authentic selves. We welcome people of different backgrounds, experiences, abilities, and perspectives.
 
 
 
 
 Gradient is an equal opportunity employer. We do not make hiring or employment decisions on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status, or genetic information, in compliance with applicable federal, state and local law.
 
</div>

Customer Support Manager

Explore 142+ Senior manager gcp quality assurance in San Francisco this December. Find roles across top companies and apply now to boost your career.