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Support Program Manager - Mexico City - Hybrid

Customer Success, Technical Support & Professional Services Mexico City, Mexico

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Description

Senior Program Manager, Service Operations 
Gigamon, recently certified as a Great Place to Work, helps the world’s leading organizations run fast, stay secure, and innovate. We provide the industry’s first elastic visibility and analytics fabric, enabling organizations to close the cloud visibility gap and gain actionable insight across hybrid cloud infrastructure. 
To support our Services & Support digital journey, Gigamon is seeking a Senior Program Manager, Service Operations to lead strategic cross-functional programs that improve service delivery, operational scalability, systems effectiveness, and business outcomes across the Global Success organization. This position will be located in Mexico City, Mexico. 
Position Summary 
The Senior Program Manager, Service Operations is responsible for leading complex operational and systems-driven initiatives across Global Success. This role partners closely with business stakeholders, IT, analytics, and cross-functional leaders to define priorities, translate business needs into scalable solutions, and drive programs from concept through implementation and adoption. 
This person will own end-to-end program execution for service operations initiatives, including process improvement, systems enhancement, business readiness, stakeholder alignment, timeline management, risk mitigation, change management, and measurable value realization. The ideal candidate combines strong program leadership with experience in service operations, systems implementation, and cross-functional business transformation. 
Key Responsibilities 
Program Leadership 
  • Lead strategic Global Success programs from intake through execution, launch, and stabilization 
  • Build and manage detailed program plans, milestones, dependencies, risks, and deliverables 
  • Drive alignment across stakeholders in Global Success, IT, BizApps, analytics, and other partner teams 
  • Establish governance, communication cadence, and executive-ready status reporting for programs in flight 
  • Ensure programs are delivered on time, within scope, and aligned to business goals 
Business Process & Operational Transformation 
  • Partner with stakeholders to identify operational pain points, process gaps, and transformation opportunities 
  • Gather and document business requirements, workflows, user stories, and acceptance criteria 
  • Lead initiatives that improve service delivery effectiveness, operational efficiency, and user experience 
  • Support process standardization, business readiness, and change adoption across teams 
  • Translate evolving business needs into scalable operational models and systems solutions 
Systems & Tools Enablement 
  • Lead programs involving Global Success systems and platforms, including Salesforce Service Cloud and related business applications 
  • Partner with technical teams on system enhancements, integrations, configuration changes, and release planning 
  • Support implementation of capabilities such as case management, knowledge workflows, automation, reporting, and dashboarding 
  • Oversee testing strategy, user acceptance testing, deployment planning, and post-launch support 
  • Help ensure data quality, process integrity, and sustainable system usage across the organization 
Stakeholder Management & Communication 
  • Serve as the primary point of coordination across business and technical stakeholders for assigned programs 
  • Facilitate working sessions, decision-making forums, and executive updates 
  • Proactively manage program risks, issues, tradeoffs, and escalation paths 
  • Communicate clearly with audiences at multiple levels, including leadership and end users 
  • Foster collaboration and accountability across distributed, cross-functional teams 
Measurement & Continuous Improvement 
  • Define success metrics, business outcomes, and post-implementation measures for each program 
  • Monitor program health, adoption, and value realization 
  • Identify lessons learned and drive continuous improvement in operating processes and delivery methods 
  • Contribute to the evolution of Global Success program management standards, templates, and best practices 
Required Qualifications 
  • Bachelor’s degree in business, technology, engineering, or a related field 
  • 8+ years of program or project management experience, preferably in Service Operations, Services, Support, or a related business function 
  • Proven experience leading cross-functional business systems or operational transformation programs 
  • Strong experience gathering business requirements and translating them into scalable process and systems solutions 
  • Experience managing initiatives involving Salesforce Service Cloud or similar service management platforms 
  • Strong knowledge of program and project management methodologies, including Agile and Waterfall 
  • Experience leveraging AI tools to augment work, simplify processes, improve efficiency, and accelerate research, analysis, documentation, and meeting follow-up, including tools such as Zoom AI transcripts and LLM platforms like ChatGPT, Claude, or similar tools 
  • Excellent stakeholder management, communication, facilitation, and organizational skills 
  • Demonstrated ability to manage multiple priorities, navigate ambiguity, and drive execution in a fast-paced environment 
  • Experience in leveraging AI to augment their work, simplify processes, improve efficiencies… Maybe it’s in the Required or Preferred Qualifications sections? I’d like too find someone who is comfortable using Zoom AI transcripts for instance, or Chat-GPT / Claude (or any other LLM ) to conduct research for their work, 
Preferred Qualifications 
  • Experience working with tools such as Salesforce Service Cloud, Salesforce Communities, Jira, Certinia, Tableau, Snowflake, DBT, Monday.com, and ERP platforms 
  • Experience in Global Services, Customer Support, Professional Services, or Service Operations environments 
  • Familiarity with case management, knowledge management, service process design, and reporting/analytics workflows 
  • Experience leading user adoption, training, and change management for business systems initiatives 
  • PMP, Agile, Scrum, or Salesforce-related certifications preferred 
Success Profile 
The ideal candidate is: 
  • A strong program leader who can connect strategy to execution 
  • Highly organized and detail-oriented, with excellent follow-through 
  • Comfortable working across business and technical teams 
  • Skilled at bringing structure to ambiguous problems 
  • Data-minded, outcome-oriented, and focused on delivering measurable business value 
  • Proactive, collaborative, and effective at influencing without direct authority 
Why Join Gigamon 
This role offers the opportunity to help shape and scale the operational backbone of Global Services. You will work on high-impact initiatives that improve how services are delivered, how teams operate, and how systems enable better customer and business outcomes. 
#LI-Hybrid

As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, and/or local law. For more information, please refer to Know Your Rights: Workplace Discrimination is Illegal.

We are committed to providing reasonable accommodation for all qualified individuals with disabilities. If you require a reasonable accommodation, please contact us at (669) 240-2248.

If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.

The privacy rights of all individuals including job applicants and candidates are very important to us. Our Gigamon Applicant Privacy Policy, will inform you about how Gigamon Inc. and its direct and indirect subsidiaries collect, use, store, or otherwise process personal information about job applicants and candidates, including through your access and/or use of our careers website and third-party job websites (e.g. LinkedIn, Indeed, Glassdoor, Naukri, etc.).

We may use automated tools, including AI-based systems, to help screen and evaluate application materials for this role. These tools are designed to assess job-related qualifications only and do not make final hiring decisions; human reviewers remain involved in the process. Further, Gigamon uses Jobvite, developed by Employ, to screen and evaluate all Gigamon applicant resumes. The system analyzes resumes for skills, experience, and qualifications and processes employment history, education, and skills. This AI-based system is used for all Gigamon positions. For questions, contact [email protected]. You have the right to request reasonable accommodation; to do so, please send a message to [email protected].

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