We are seeking an experienced Senior Program/Project Manager to partner closely with executive leadership in driving strategic transformation across our Customer Support and Site Reliability Engineering (SRE) organizations. This role will lead complex, cross-functional initiatives focused on operational excellence, platform reliability, AI-driven innovation, and continuous improvement.
This individual will act as a force multiplier for executive leadership, ensuring that strategic priorities translate into structured execution, measurable outcomes, and sustained operational improvements across the organization. The role requires a strong combination of program management discipline, technical depth, data-driven thinking, and the ability to influence senior leaders across engineering and operations.
Here’s What You’ll Do:
- Lead and manage strategic transformation programs across Support, SRE, Engineering, and other cross-functional teams.
- Partner closely with executive leadership to define, plan, and execute initiatives that improve operational efficiency, reliability, scalability, and customer experience.
- Establish and drive program governance, tracking, and accountability frameworks to ensure initiatives deliver measurable outcomes.
- Coordinate complex initiatives involving multiple stakeholders, ensuring alignment on priorities, milestones, and deliverables.
- Maintain strong visibility into ongoing initiatives and ensure leaders remain accountable for commitments, timelines, and outcomes.
- Drive adoption of AI and automation capabilities to improve operational workflows, incident response, support efficiency, and knowledge management.
- Partner with engineering and product teams to ensure operational requirements and supportability are embedded into platform development.
- Identify operational inefficiencies and lead initiatives focused on process optimization, tooling improvements, and automation.
- Analyze operational and performance data from multiple sources to identify trends, risks, and opportunities for improvement.
- Translate complex operational data into clear insights, executive updates, and actionable recommendations.
- Develop and present data-driven program updates, metrics, and performance reporting to leadership and operational teams.
- Facilitate executive-level communication including program updates, risk management, decision frameworks, and progress reporting.
- Support the development and execution of long-term operational strategy and transformation roadmaps for Support and SRE.
What You Bring to the Table:
- 8+ years of experience in program or project management within technology organizations.
- Strong background working with engineering, platform, infrastructure, or reliability teams.
- Strong technical fluency and the ability to engage effectively with engineering teams.
- Solid understanding of AI technologies and emerging capabilities, and their potential applications in operational and support environments.
- Proven ability to manage large-scale cross-functional initiatives involving senior stakeholders.
- Experience driving operational transformation, automation, or process improvement programs.
- Strong data analysis capabilities, with the ability to interpret operational metrics and performance data.
- Experience working with dashboards, reports, and datasets to derive insights and communicate findings clearly to both technical and non-technical audiences.
- Ability to present data-driven narratives that influence decisions and drive accountability.
- Excellent leadership, communication, and influence skills with the ability to drive alignment and accountability across senior managers and directors.
- Experience working in enterprise SaaS environments; fintech experience is a plus but not required.
Why You’ll Love Working With Us: