Overview

Turnitin is a global organization with a remote-centric culture. We have partnered with educational institutions to promote honesty, consistency, and fairness for over 25 years. Our services include Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate, used by more than 21,000 academic institutions, publishers, and corporations. This role is remote-centric and focused on enhancing support operations through incident response processes, customer notifications, and cross-functional initiatives.

The ideal candidate is highly organized, detail-oriented, and experienced in project managing within a technical environment. Strong written and verbal communication skills and a passion for process improvements that enhance the customer experience are essential.

• Lead and manage incident response processes, coordinating between technical teams, support, and stakeholders.
• Collaborate with Technical Support, Engineering, Product, Customer Success and other teams to define incident management and customer communication workflows.
• Work with Customer Success and Support leadership to understand customer impact and document customer communications and FAQs.
• Oversee customer notification processes to ensure timely, clear, and effective communication during system disruptions and planned updates.
• Write customer-facing communications and answer inbound customer emails in collaboration with input from Customer Success and other teams.
• Provide internal communications and workflows within the Support organization to manage specific customer notifications and inbound questions.
• Work with Product and Engineering to understand data requirements for customers and implement processes to respond to requests.
• Develop and maintain project plans, timelines, and documentation for key technical support initiatives.
• Identify opportunities for automation and efficiency in incident handling and customer outreach.
• Drive post-incident reviews, track action items, and ensure continuous improvement.
• Implement best practices for change management and stakeholder communication.
• Monitor and report on KPIs related to incident response efficiency, resolution times, and customer communication effectiveness.

Required Qualifications:

• 3+ years of experience in project management within a technical or customer support environment.
• Strong understanding of incident response frameworks, IT service management (ITSM), and customer communication best practices.
• Experience with ticketing and incident management tools (e.g., Jira, Zendesk, or similar).
• Excellent organizational, analytical, and problem-solving skills.
• Strong written and verbal communication skills, with the ability to translate technical details into customer-friendly messaging.
• Familiarity with agile methodologies and project management tools (e.g., Asana, Monday.com, Trello, or similar).
• Ability to work cross-functionally in a fast-paced, dynamic environment.

Additional Qualifications:

• Experience in a SaaS or B2B technology company.
• ITIL or PMP certification is a plus.
• Knowledge of AI-driven support tools and automation.

• Opportunity to lead critical initiatives that directly impact customers and business success.
• A collaborative and innovative environment where your ideas drive real change.
• Growth opportunities within a fast-paced technology company.

Total Rewards @ Turnitin
Turnitin offers a Total Rewards package that is competitive within the local job market, including remote-friendly policies, generous time off, health and wellness programs, and flexibility to prioritize well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric - Putting educators and learners at the center of our work.
• Passion for Learning - Encouraging continuous learning and growth.
• Integrity - The heartbeat of Turnitin, shaping products and relationships.
• Action & Ownership - A bias toward action with empowered decision-making.
• One Team - Collaboration and celebration of successes.
• Global Mindset - Respect for local cultures while thinking globally.

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• 4 Self-Care Days per year
• Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

* varies by country

At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria. We encourage you to apply if you meet the majority of the requirements and are willing to learn and evolve with us.

Turnitin, LLC is committed to equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to status as a protected veteran.