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Customer Support Program Manager Jobs in Boston, MA

Abacus Technology Corporation

Program Manager

Bedford, MA · On-site

$146K - $165K/yr

Support program management reviews, senior level meeting/reviews, and IMP/IMS reviews. * Support ... Excellent communication skills and the ability to manage customer and other stakeholder ...

Astrion

Senior Program Manager

Hanscom Air Force Base, MA · On-site

$120K - $140K/yr

Top Secret clearance required Astrion has an exciting opportunity for a Senior Program Manager supporting the Datalink Routing and Gateway for Aerial Networks (DRAGAN) program which is within the ...

Astrion

Senior Program Manager

Hanscom Air Force Base, MA · On-site

$120K - $140K/yr

TS/SCI Astrion has an exciting opportunity for a Senior Program Manager located at the Hanscom AFB in Bedford Massachusetts supporting the USAF Special Programs Division (AFLCMO/HNJ). QUALIFICATIONS ...

HX5 LLC

Program Manager

Bedford, MA · On-site

$130K - $154K/yr

HX5 is currently seeking a Program Manager to support the HNI Division at Hanscom Air Force Base, MA. Essential Duties and Responsibilities: * Use qualitative and quantitative techniques for ...

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All JobsCustomer Support Program JobsCustomer Support Program Manager JobsCustomer Support Program Manager Jobs in Boston, MA

Customer Support Program Manager information

See Boston, MA salary details

$9

$58

$92

How much do customer support program manager jobs pay per hour?

As of Sep 10, 2026, the average hourly pay for customer support program manager in Boston, MA is $58.75, according to ZipRecruiter salary data. Most workers in this role earn between $39.18 and $75.48 per hour, depending on experience, location, and employer.

What does a customer support program manager do?

A Customer Support Program Manager is responsible for leading and coordinating initiatives that improve the customer support experience. They design and implement programs to enhance support processes, manage cross-functional teams, and track performance metrics. Their role often includes analyzing customer feedback, identifying areas for improvement, and ensuring that customer support goals align with company objectives. Ultimately, they work to create efficient, effective, and customer-centric support operations.

What are the key skills and qualifications needed to thrive as a customer support program manager?

A Customer Support Program Manager needs strong project management abilities, expertise in customer service operations, and typically a bachelor's degree in business or a related field. Familiarity with CRM platforms (like Salesforce or Zendesk), data analytics tools, and certifications such as PMP or ITIL are often required. Exceptional communication, leadership, and problem-solving skills help drive team performance and deliver excellent customer experiences. These competencies ensure efficient program execution, continuous improvement, and alignment with organizational goals in customer support environments.

How does a customer support program manager typically collaborate with cross-functional teams to improve customer experience?

Customer Support Program Managers work closely with teams such as product development, engineering, and sales to identify and resolve customer pain points. They facilitate regular meetings to share customer feedback, align on support strategies, and drive initiatives that enhance service quality. By acting as a bridge between support agents and other departments, they ensure that customer insights inform product improvements and that support teams are equipped with the latest information and tools. This collaborative approach helps in creating a seamless customer experience and fosters ongoing process improvements.

What is the difference between Customer Support Program Manager vs Customer Service Supervisor?

AspectCustomer Support Program ManagerCustomer Service Supervisor
ResponsibilitiesOversees multiple support programs, develops strategies, manages teams, and improves customer experienceSupervises daily customer service operations, manages frontline staff, and handles escalations
Required SkillsProgram management, leadership, data analysis, customer experience designTeam management, communication, conflict resolution, customer service skills
Work EnvironmentStrategic planning, cross-department collaboration, often in office or remoteFrontline support, direct interaction with customers, team supervision
Common Industry UsageTech, SaaS, large corporationsRetail, hospitality, call centers

The Customer Support Program Manager focuses on managing support programs and strategic initiatives, while the Customer Service Supervisor handles daily team supervision and customer interactions. Both roles require strong communication skills but differ in scope and responsibilities.

What is a customer support program manager?

A customer support program manager oversees the design, implementation, and management of customer support initiatives to improve service quality and customer satisfaction. They coordinate teams, analyze support metrics, and develop strategies to enhance the customer experience, often using tools like CRM software and data analysis skills.
Infographic showing various Customer Support Program Manager job openings in Boston, MA as of August 2026, with employment types broken down into 1% As Needed, 72% Full Time, 23% Part Time, and 4% Contract. Highlights an 87% Physical, 3% Hybrid, and 10% Remote job distribution, with an average salary of $122,204 per year, or $58.8 per hour.

Production Support Program Manager

Boston, MA • On-site

ZENITH INFOTEK LLC
IT Services • 51 - 200 employees
Learn more about ZENITH INFOTEK LLCexternal

Other

Medical, Vision, Life

Posted 23 days ago

Job description

Benefits:
  • Health insurance
  • Relocation bonus
  • Vision insurance

We are looking for a Production Support Program Manager who has experience in handling large team (More than 100 People) with Experience managing Life and Annuity team.

We are seeking an experienced Production Support Technical Program Manager with a strong background in software development and customer facing roles. The ideal candidate will have extensive experience in managing application support, particularly in a 2nd line capacity, and will be proficient in lavs, Net, Mainframe, and various database technologies. This role requires a strategic thinker who can effectively communicate with clients and stakeholders while ensuring the smooth operation of production systems.


Responsibilities:

  • Lead and manage production support activities, ensuring timely resolution of incidents and service requests.

  • Act as the primary point of contact for customers, addressing their technical concerns and providing solutions.

  • Coordinate with development teams to facilitate application enhancements and bug fixes.

  • Monitor ayatam performance and implement proactive measures to prevent issues.

  • Develop and maintain documentation related to production support processes and procedures.

  • Conduct root cause analysis for recurring issues and implement corrective actions.

  • Manage stakeholder expectations and communicate project status effectively.

  • Provide training and support to junior team members and new hires.

  • Participate in on call support rotation as needed.


Mandatory Skills:

  • Proven experience in application support, specifically in a 2nd line capacity.

  • Strong technical knowledge of Java, Net, Mainframe, and database technologies.

  • Excellent customer facing shifts with the ability to communicate complex technical concepts to technical stakeholders.

  • Experience in incident management and problem resolution.

  • Strong analytical and troubleshooting skills


Preferred Skills:

  • Familiarity with ITIL processes and best practices.

  • Experience with cloud technologies and DevOps practices.

  • Knowledge of Agile methodologies

  • Bachelor's degree in Computer Science, Information Technology, or a related field.

  • 10 15 years of experience in software development and production support.

  • Relevant certifications in project management (eg, PMP, Prince2) are a plus.

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