Program Manager

• Drive end-to-end program management for initiatives related to process improvement and tool transformation within Customer Care Operations.
• Partner with key stakeholders to define program scope, objectives, success metrics, timelines, and resource requirements.
• Translate business needs into actionable plans and workstreams, ensuring alignment across support, product, engineering, and operations teams.
• Lead project planning, execution, and communication to ensure timely delivery of programs that meet or exceed expectations.
• Monitor program performance, manage risks, and implement mitigation strategies.
• Serve as a point of contact for operational tool enhancements and core system changes, ensuring they align with support team goals and user needs.
• Champion change management practices to drive adoption and ensure smooth transition during process or tool changes.
• Generate clear documentation, status reports, and presentations for leadership and cross-functional teams.

What Youll Need to be Successful

• Bachelor s degree in Business, Engineering, Computer Science, or a related field; PMP or similar certification is a plus.
• 7+ years of program or project management experience, preferably in a SaaS or technology organization.
• Experience working with customer care/support operations teams and driving operational improvements.
• Proven ability to manage multiple initiatives simultaneously in a fast-paced environment.
• Strong understanding of support tools (e.g., Zendesk, Salesforce, CRM systems) and process optimization.
• Exceptional communication, stakeholder management, and cross-functional collaboration skills.
• Data-driven mindset with experience using analytics to drive decision-making and continuous improvement
• Experience with Agile methodologies and change management frameworks.
• Familiarity with automation, AI/ML support tools, or self-service solutions in a customer support context.
• Experience working with global support teams and scalable support models.