Director of Program Management

This is a fully remote position, open to applicants in New York.

📋 Description

• Establish service standards and SLAs based on department, task type, and building tier.

• Create dashboards, scorecards, and a weekly operational rhythm to facilitate decision-making.

• Identify root causes, assess impacts, and take ownership of solutions through sustained metric enhancements.

• Analyze and redesign operational workflows to minimize handoffs, rework, and manual efforts.

• Develop SOPs, clarify ownership boundaries, establish escalation paths, and implement processes.

• Collaborate with Product Operations and engineering to integrate processes into back-office systems, automation, and AI agents.

• Manage the operational playbook for onboarding new portfolios and acquired business segments.

• Create capacity models for growth initiatives encompassing personnel, tools, and processes.

• Lead portfolio integration programs, detailing plans, milestones, risks, owners, and definitions of completion.

• Oversee the maintenance of the operations automation and agent roadmap.

• Define responsibilities in human-agent workflows, including escalation, review, and quality monitoring.

• Test process modifications using AI tools prior to requesting engineering changes.

• Restructure roles and team frameworks around automation.

• Develop a regular review cadence for assessing agent accuracy, throughput, escalation rates, and cost per task.

• Design training programs with established competencies and certification pathways for new operators.

• Manage role-specific curricula, SOP-linked training, enablement resources, and refresher courses.

• Make training a quantifiable factor in performance evaluations.

• Oversee operations scheduling and coverage models, including emergency and after-hours response teams.

• Ensure consistent weekly coverage, clear ownership, and defined escalation paths.

• Balance coverage requirements with costs and forecast staffing in anticipation of demand.

• Report to the VP of Operations and work collaboratively with facilities, property management, finance, Product Operations, product, and engineering.

⛳️ Requirements

• 7+ years of experience in program management, operational excellence, business operations, or process improvement, including leading cross-functional initiatives in a rapidly scaling company.

• Genuine expertise in program management: develop plans, meet milestones, identify risks early, and motivate owners who do not directly report to you.

• Proven success in operational metrics, including defining SLAs, implementing processes, and measuring results pre- and post-implementation.

• Strong data literacy; ability to extract and analyze data and construct a coherent narrative from it.

• Proficiency in SQL or a BI tool is highly preferred.

• Experience in designing training and enablement programs for frontline or field teams.

• Comfortable with workforce planning, capacity modeling, coverage design, and scheduling on a large scale.

• Exceptional written communication skills.

• High sense of ownership and humility.

• Good judgment regarding scope.

• Familiarity with AI as a tool for operations, with demonstrable hands-on experience using prompts, prototypes, scripts, or agents that have streamlined real work.

• Ability to inquire about what the system should accomplish before determining who should execute it.

• Nice to have: experience in property management, real estate, field services, logistics, or another multi-site operations business.

• Nice to have: experience with M&A or portfolio integration.

• Nice to have: hands-on experience with AI in your work.

• Nice to have: familiarity with tools such as Zendesk, Looker, PowerBI, Airtable, n8n, Retool, or similar.

• Nice to have: expertise in Lean, Six Sigma, or a comparable process discipline.

• Nice to have: experience building a function from the ground up.

🏝️ Benefits

• Competitive benefits package.

• Equity.