Strategic Operations Lead

<p id="p-rc_d596f442543a0391-183" data-path-to-node="6"><span data-path-to-node="6,0">The Customer Support team helps customers find clarity in their work and get results with Asana</span><span data-path-to-node="6,1"><sup class="superscript"></sup></span><span data-path-to-node="6,2">. We are Asana experts and productivity savants who are pas<span class="citation-1773 citation-end-1773">sionate about investing in our customers’ success<sup class="superscript" data-turn-source-index="1"></sup></span></span><span data-path-to-node="6,3"><sup class="superscript"></sup></span><span data-path-to-node="6,4"><span class="citation-1772 citation-end-1772">. Within the organization, we amplify our customers’ voices in product development, and we encourage that dialogue through our support channels<sup class="superscript" data-turn-source-index="2"></sup></span></span><span data-path-to-node="6,5"><sup class="superscript"></sup></span><span data-path-to-node="6,6"><span class="citation-1771 citation-end-1771">. We measure our success by our custom<sup class="superscript" data-turn-source-index="3"></sup></span>ers’ success, and we get there by exemplifying empathy with our customers</span><span data-path-to-node="6,7"><sup class="superscript"></sup></span><span data-path-to-node="6,8">.</span> </p> <p id="p-rc_d596f442543a0391-184" data-path-to-node="7"><span data-path-to-node="7,0">As a Strategic Operations Lead (L5) on the Customer Support team, you are a key contributor to Asana's Services &amp; Support transformation</span><span data-path-to-node="7,1"><sup class="superscript"></sup></span><span data-path-to-node="7,2">. 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, and overall team effectiveness</span><span data-path-to-node="7,3"><sup class="superscript"></sup></span><span data-path-to-node="7,4">. You will partner cross-functionally with Support, Services, Program Management, and Product teams to translate business changes into clear documentation, while managing projects that advance our strategi<span class="citation-1769 citation-1770 citation-end-1770">c operations roadmap in a fast-paced agentic environment<sup class="superscript" data-turn-source-index="4"></sup></span><span class="citation-1769 citation-end-1769"><sup class="superscript" data-turn-source-index="5"></sup></span></span><span data-path-to-node="7,5"><sup class="superscript"></sup></span><span data-path-to-node="7,6"><span class="citation-1767 citation-1768 citation-end-1768">.<sup class="superscript" data-turn-source-index="6"></sup></span><span class="citation-1767 citation-end-1767"><sup class="superscript" data-turn-source-index="7"></sup></span></span> </p> <p id="p-rc_d596f442543a0391-185" data-path-to-node="8"><span data-path-to-node="8,0"><span class="citation-1765 citation-1766 citation-end-1766">This role is based in our San Francisco office with an office-centric hybrid schedule<sup class="superscript" data-turn-source-index="8"></sup></span><span class="citation-1765 citation-end-1765"><sup class="superscript" data-turn-source-index="9"></sup></span></span><span data-path-to-node="8,1"><sup class="superscript"></sup></span><span data-path-to-node="8,2"><span class="citation-1763 citation-1764 citation-end-1764">. The standard in-office days are Monday, Tuesday, and Thursday<sup class="superscript" data-turn-source-index="10"></sup></span><span class="citation-1763 citation-end-1763"><sup class="superscript" data-turn-source-index="11"></sup></span></span><span data-path-to-node="8,3"><sup class="superscript"></sup></span><span data-path-to-node="8,4"><span class="citation-1761 citation-1762 citation-end-1762">. Most Asanas have the option to <sup class="superscript" data-turn-source-index="12"></sup></span><span class="citation-1761 citation-end-1761">work from home on Wednesdays<sup class="superscript" data-turn-source-index="13"></sup></span></span><span data-path-to-node="8,5"><sup class="superscript"></sup></span><span data-path-to-node="8,6"><span class="citation-1760 citation-end-1760">. Working from home on Fridays depends on the type of work you do a<sup class="superscript" data-turn-source-index="14"></sup></span>nd the teams with which you partner</span><span data-path-to-node="8,7"><sup class="superscript"></sup></span><span data-path-to-node="8,8">. If you're interviewing for this role, your recruiter will share more about the in-office requirements</span><span data-path-to-node="8,9"><sup class="superscript"></sup></span><span data-path-to-node="8,10">.</span> </p> <h3 data-path-to-node="9">What you’ll achieve</h3> <ul> <li><strong>Knowledge Base Administration &amp; Content Authorship</strong> <ul> <li>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</li> <li>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</li> <li>Implement AI workflows and automations to decrease time to publish, increase article usability, increase tonal &amp; structural consistency, and maintain content accuracy and relevance over time</li> <li>Partner with Support, Engineering, Product, and Enablement to stay ahead of upcoming changes and ensure documentation is ready before they reach the team</li> </ul> </li> <li><strong>Program Support &amp; Planning</strong> <ul> <li>Translate requirements into actionable project plans with clear timelines, owners, and success metrics</li> <li>Coordinate cross-functional workstreams, track milestones, and surface risks to keep programs on track</li> <li>Help socialize program progress through regular reporting against team and department KPIs</li> <li>Support quarterly and annual planning by documenting goals, ti