Transformation Manager, Technical Support (East Coast)

About this role

Our Purpose

At SentinelOne, we are driven by a clear purpose: to give the advantage to those who secure our future. As AI reshapes how organizations build, operate, and innovate, the responsibility to protect them becomes more critical than ever. When you join SentinelOne, your work helps protect global enterprises, critical infrastructure, and the technologies shaping tomorrow. If you are motivated by meaningful challenges and want your impact to be real, measurable, and global, you will find purpose here.

About Us

SentinelOne is a company at the intersection of AI and security, pioneering a new operating model for cybersecurity. Our AI-native platform unifies protection across endpoint, cloud, identity, data, and AI systems to deliver autonomous detection and response with clarity and speed. By combining real-time analytics, intelligent automation, and a unified data foundation, we reduce noise, simplify complexity, and empower security teams to focus on what truly matters.

Our teams are builders, problem-solvers, and innovators committed to shaping the future of security. If you are excited to solve hard problems alongside talented, mission-driven people, we invite you to help us build a safer future for humanity.

What Are We Looking For?

We’re looking for people who are relentlessly curious and committed to continuous learning. AI is reshaping every function across our business, and we enable every team member, regardless of role or level, to build fluency in AI tools and concepts. Those who thrive here actively seek out new solutions, experiment thoughtfully, and apply what they learn to drive better, faster, smarter outcomes.

As a Transformation Manager, Technical Support (East Coast), you will be tasked with owning the execution of our global Technical Support transformation while supporting broader strategic initiatives across the Customer Experience organization. This is not a traditional project management role: you will serve as the central execution owner for the Support transformation portfolio, turning strategy into an integrated operating plan and driving initiatives from concept through implementation and measurable business impact. Reporting into the Head of Customer Strategy and Operations, you will also support high-priority cross-CX initiatives, contribute to tooling, automation, and AI decisioning, and act as an extension of the functional leaders and CCO Office.

What Will You Do?

Primary responsibilities include:

• Own the end-to-end Support transformation plan, translating strategy into clear workstreams, milestones, owners, dependencies, success measures, and implementation plans.

• Serve as the central program owner across major transformation initiatives including AI and automation, BPO, knowledge management, self-service and deflection, tooling, process optimization, specialization, workforce efficiency, and operating-model changes.

• Own strategic BPO relationships, including governance, performance management, capacity planning, service quality, operational reviews, issue resolution, and continuous improvement.

• Partner with Support and regional leaders to develop and operationalize Partner-Led Support, including new delivery models with strategic service partners.

• Establish transformation governance, including operating reviews, executive updates, decision logs, risk management, dependencies, and clear accountability across workstreams, and provide executive-level reporting on progress, business impact, risks, decisions required, and areas that are off track.

• Define and track the business case and measurable impact of transformation initiatives, including productivity, cost-to-serve, case deflection, backlog, resolution times, customer experience, quality, automation, and partner performance, and build mechanisms to confirm changes are delivering the expected results and adjust the roadmap accordingly.

• Identify operational friction and recurring failure points using Support data and translate those insights into process, tooling, automation, knowledge, or organizational improvements, including further opportunities to simplify, automate, centralize, outsource, or redesign work as the Support organization evolves.

• Partner closely with Technical Support, TAM, Public Sector, Engineering, Product, IT, Customer Experience, Finance, Procurement, and other teams to drive cross-functional execution.

• Help Support leaders implement significant operating-model changes while maintaining continuity of day-to-day customer operations, and drive adoption and change management so new processes, tools, automation, and operating models become embedded in how Support operates.

• Support the Head of Customer Strategy and Operations on high-priority cross-CX initiatives and on the evaluation, decisioning, and implementation of tooling, automation, and AI across Technical Support and the broader CX organization.

What Skills and Knowledge Will You Bring?

Ideal candidates will have:

• 5 or more years of experience in transformation, business operations, program management, Technical Support operations, Customer Experience operations, consulting, or a comparable role.

• Demonstrated experience leading or co-leading operational transformation programs from strategy through implementation, with at least one initiative at enterprise scale.

• Experience working within or closely alongside a global enterprise Technical Support or Customer Support organization.

• Strong program leadership skills with the ability to manage multiple interconnected workstreams, dependencies, risks, and stakeholders.

• Experience with BPO or outsourced service delivery models, including vendor governance, performance management, SLAs and KPIs, quality, and continuous improvement, along with a strong understanding of modern Support operating models, including AI, automation, knowledge management, self-service, case deflection, workforce optimization, and digital support.

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