Strategic Operations Lead at Asana
Overview
Strategic Operations Lead at Asana in San Francisco leads Support knowledge base transformation. Own internal knowledge base and partner cross-functionally to improve documentation and AI-powered tools. Drive operational excellence and implement AI workflows to boost efficiency. Unique role focuses on scaling support operations and enhancing team performance.
What You'll Do11
- 1Own and maintain internal Support knowledge base including structure templates and tagging to improve CSAT and resolution times
- 2Author and revise knowledge content for internal stakeholders and support chatbot ensuring consistency
- 3Implement AI workflows to reduce publishing time and increase article usability
- 4Partner with Support Engineering and Product to automate content creation and maintain accuracy
- 5Translate requirements into project plans with timelines and success metrics
- 6Coordinate cross-functional initiatives tracking milestones and risks
- 7Socialize program progress through regular reporting against KPIs
- 8Document SOPs across case management and escalation protocols
- 9Identify workflow friction points and propose automation solutions
- 10Contribute to change management framework for internal updates
- 11Track tool adoption post-launch and identify enablement needs
Requirements11
- 15+ years project management experience in SaaS support operations
- 2Hands-on experience managing knowledge platforms like Confluence or Salesforce Knowledge
- 3Systematic approach to organizing content and establishing version control practices
- 4Ability to analyze data dashboards and communicate insights across teams
- 5Strong ownership mindset demonstrated through collaborative project management tools
- 6Comfortable with AI tools and emerging technologies to enhance productivity
- 7Experience with hybrid work models and flexible scheduling
- 8Curiosity about automation and AI applications in operational contexts
- 9Proven ability to lead cross-functional initiatives and manage stakeholder expectations
- 10Strong communication skills for clear documentation and adoption
- 11Analytical mindset for problem-solving and continuous improvement
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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