Director of Program Success

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

📋 Description

• Take full ownership of the comprehensive delivery of customer programs, which encompasses onboarding, commissioning, operational milestones, SLA management, and ensuring long-term program success.

• Actively identify and mitigate delivery risks across Operations, Product, and Engineering before they affect customers.

• Collaborate with commercial and partnerships teams to ensure that customer commitments, timelines, and SLAs are in sync with operational and technical capabilities.

• Act as the main program-level contact for customers and partners, managing engagement cadences, reporting, QBRs, and issue resolution.

• Develop and enhance program delivery infrastructure, including playbooks, escalation procedures, reporting frameworks, and commissioning processes.

• Convert customer contracts into actionable operational plans while facilitating cross-functional execution among field, product, and engineering teams.

• Assist in establishing and expanding Earth Force’s long-term program management function, processes, and operational model as the company evolves.

⛳️ Requirements

• Over 7 years of experience managing intricate, multi-stakeholder programs with contractual obligations and SLAs.

• Demonstrated ownership and accountability in program delivery, ensuring adherence to customer commitments.

• Hands-on experience in the field with a track record of resolving operational issues on-site.

• Comfortable working in remote, physically demanding settings and in the vicinity of heavy machinery.

• Proven capability to coordinate effectively across Operations, Product, Engineering, and customer stakeholders.

• Skill in translating field realities into executive-level communication and operational strategies.

• Experience in building or shaping program management, delivery, or customer engagement functions from the ground up.

• Background in working with federal agencies, public-sector entities, or highly regulated industries.

🏝️ Benefits

• Health insurance

• Flexible work arrangements