Operations Program Manager

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

📋 Description

• Manage the integrated scheduling and coordination process for planned operational activities across regions, customers, services, and technical teams.

• Maintain the official global operations calendar, detailing activity windows, commitments, resources, dependencies, conflicts, risks, and status updates.

• Drive activities from initial intake through readiness, execution, validation, customer handoff, and final closure.

• Identify and address scheduling conflicts prior to finalizing commitments.

• Publish forward-looking schedule views for 24 hours, 7 days, 30 days, and quarterly periods.

• Establish intake processes and set minimum lead times for deployments, migrations, firmware rollouts, and planned work.

• Develop integrated activity plans that include milestones, entry/exit criteria, sequencing, rollback procedures, communications, and closure protocols.

• Conduct readiness reviews and track approvals, runbooks, test evidence, monitoring, decisions, risks, and dependencies.

• Collaborate with customer project managers to maintain customer maintenance windows, contacts, and escalation paths.

• Align internal program timelines with the operations calendar and facilitate go/no-go decision checkpoints.

• Coordinate resources across Support, NOC, SRE, DevOps, Engineering, QA, and others, ensuring primary and backup coverage.

• Manage handoffs across different time zones and shifts; flag instances of double-booking, fatigue, and single-person dependencies.

• Facilitate kickoffs, checkpoints, and completion reviews for high-impact work.

• Define communication plans and actively monitor milestones and risks in real time.

• Confirm validation, documentation, and handoff processes prior to closing activities.

• Report on upcoming work, conflicts, resource gaps, and overall outcomes.

• Track operational metrics, including readiness, schedule adherence, rollback rates, change-caused incidents, and communication timeliness.

• Lead post-activity reviews and enhance processes and tooling.

• Partner with OSS Engineers to improve calendar and workflow tools while maintaining process ownership.

• Report directly to the Operations Manager and Director of Network Operations.

⛳️ Requirements

• Over 7 years of experience in program or project management.

• A minimum of 3 years coordinating technical operations in cloud, network, telecom, SaaS, or production-service activities.

• Proven ownership of complex cross-functional schedules that involve external customers and multiple internal technical teams.

• Experience in maintaining integrated plans, global calendars, resource forecasts, dependencies, risk registers, decision logs, and executive status reporting.

• Strong understanding of production change, maintenance, deployment, or release coordination, encompassing readiness, implementation, validation, rollback, and closure.

• Ability to comprehend technical dependencies across cloud services, infrastructure, software, networks, and device operations.

• Exceptional written and verbal communication skills.

• Capacity to influence without authority, resolve competing priorities, hold stakeholders accountable, and escalate issues constructively.

• Strong organizational skills and attention to detail across multiple concurrent activities, regions, and time zones.

• Experience with project/program tools, change-management systems, shared calendars, dashboards, and collaboration platforms.

• Familiarity with Jira, Jira Service Management, Confluence, Smartsheet, Microsoft Project, Monday.com, Asana, or similar platforms.

• A Bachelor’s degree in business, engineering, information technology, or a related field, or equivalent practical experience.

• Ability to coordinate with globally distributed stakeholders across different time zones.

• Willingness to accommodate occasional evening/weekend meetings and travel when necessary.

🏝️ Benefits

• Fully remote work arrangement.

• Occasional evening or weekend meetings for tracking critical activities.

• Occasional travel for customer planning, significant operational events, or team workshops.

• Equal-opportunity and inclusive, diverse working environment.