Strategic Operations Lead
Asana•4h ago
United StatesHybridFull-timeSenior Level5+ yrs exp
Visa-friendly
Top focus
Operations AnalystOperations ManagerOperations Consultant
- The Customer Support team helps customers find clarity in their work and get results with Asana . We are Asana experts and productivity savants who are pas sionate about investing in our customers’ success . Within the organization, we amplify our customers’ voices in product development
- we encourage that dialogue through our support channels . We measure our success by our custom ers’ success
- we get there by exemplifying empathy with our customers .
- As a Strategic Operations Lead (L5) on the Customer Support team, you are a key contributor to Asana's Services & Support transformation . Reporting to the Strategic Support Operations Manager, you will own the internal Support knowledge base—the core content layer that fuels our AI-powered chatbot, self-service tools
- overall team effectiveness . You will partner cross-functionally with Support, Services, Program Management
- Product teams to translate business changes into clear documentation
- managing projects that advance our strategi c operations roadmap in a fast-paced agentic environment .
- This role is based in our San Francisco office with an office-centric hybrid schedule . The standard in-office days are Monday, Tuesday
- Thursday . Most Asanas have the option to work from home on Wednesdays . Working from home on Fridays depends on the type of work you do a nd the teams with which you partner . If you're interviewing for this role, your recruiter will share more about the in-office requirements .
- What you’ll achieve
- Knowledge Base Administration & Content Authorship
- Optimize and maintain Asana’s internal Support knowledge base; including structure, templates, tagging, and version control to improve CSAT, time to resolve, and QA scores
- Author, publish, and revise knowledge content, quick text, and macro copy for internal stakeholders, customer-facing tools, and the Asana Support Chatbot
- streamlining commonly repeated processes and improving response quality and consistency across channels
- Implement AI workflows and automations to decrease time to publish, increase article usability, increase tonal & structural consistency, and maintain content accuracy and relevance over time
- Partner with Support, Engineering, Product, and Enablement to stay ahead of upcoming changes and ensure documentation is ready before they reach the team
- Program Support & Planning
- Translate requirements into actionable project plans with clear timelines, owners, and success metrics
- Coordinate cross-functional workstreams, track milestones, and surface risks to keep programs on track
- Help socialize program progress through regular reporting against team and department KPIs
- Support quarterly and annual planning by documenting goals, timelines, and dependencies
- Operational Excellence
- Document and improve standard operating procedures across case management, escalation protocols, and service delivery
- Identify workflow friction points and propose solutions using automation, AI tools, and best practices
- Coordinate across Operations pillars (Tooling/Automations, Knowledge Management, Analytics, WFM) to support smooth program rollouts
- Communications & Change Management
- Contribute to and execute Asana's change management framework for drafting, socializing, and documenting internal updates.
- Partner with program managers and Support and Services leadership to communicate changes clearly and drive adoption across both teams
- Track adoption of new tools and processes post-launch, identifying where additional enablement or follow-up communication is needed
- Serve as a point of contact across Services and Support to clarify ownership, streamline handoffs, and resolve communication blockers
- About you
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
- 5+ years of experience in project management, support operations, or business operations within a SaaS environment .
- Hands-on experience managing knowledge base platforms (such as Confluence, Salesforce Knowledge, Slab, or Glean) and familiarity with content architecture .
- Operationally minded systems thinker comfortable with bringing structure to fast-paced, ambiguous environments .
- Proven capability in executing change management frameworks and drafting clear inte rnal communications .
- Comfort working with data dashboards, identifying operational trends, and communicating complex insights clearly across cross-functional teams .
- Strong ownership mentality with experience using collaborative work managem ent tools like Asana .
- At Asana, we're committed to building teams that include a variety of backgrounds, perspectives
- skills, as this is critical to helping us achieve our mission . If you're interested in this role and don't meet every listed requiremen t, we still encourage you to apply .
- What we’ll offer
- Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission . We believe that compensation should be reflective of the value you create relative to the market value of your role . To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit .
- For this role, the estimated base salary range is between $XX -$XX . The actual base salary will vary based on various factors, including market and individual qualifications obj ectively ass essed during the interview process . The listed range above is a guideline
- the base salary range for this role may be modified .
- In addition to base salary, your compensation package may include additional c omponents such as equity, sales incentive pay (for most sales roles)
- benefits . If you're interviewing for this role, speak with your recruiter to learn more about the total compensation and benefits for this role .
- We strive to provide equitable and competitive b enefits packa ges that support our employees worldwide and include :
- Mental health, wellness & fitness b enefits
- Career coaching & support
- Inclusive family building benefits
- Long-term savings or retirement plans
- In-office culinary options to cater to your dietary preferences
- These are just some of the benefits we offer
- benefits may vary based on role, country
- local regulations . If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role .
- #LI-Hybrid
- About us
- Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes
- Gartner for excellence in workplace culture and innovation. We offer an exceptional office-centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong.
- Join Asana’s Talent Network to stay up to date on job opportunities and life at Asana.