Strategic Operations Lead

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, and we encourage that dialogue through our support channels . We measure our success by our custom ers’ success, and 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, and overall team effectiveness . 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 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, and 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<spa