Program Director

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

📋 Description

• Spearhead and manage multiple Expert Service engagements to ensure timely, budget-conscious delivery and favorable customer outcomes.

• Oversee various engagement workstreams, encompassing governance, schedules, scope, risk management, change control, resource allocation, reporting, and financial oversight.

• Formulate and execute strategies for addressing risks, issues, escalations, and variances between actual and anticipated progress.

• Facilitate problem-solving through escalation processes and clear delineation of responsibilities.

• Mentor and guide Principal and Senior Engagement Managers on large-scale complex projects.

• Influence and assist clients during periods of uncertainty or conflict.

• Lead delivery teams, often in collaboration with services partners, across extensive and intricate programs and multiple workstreams.

• Partner with Sales Account Teams, stakeholders, and clients to comprehend business challenges, key players, issues, and the value delivered.

• Ensure deliverables align with business goals and adopt Now Create methodology alongside prescriptive guidance.

• Serve as the primary communication and coordination hub to streamline decision-making and secure customer approval.

• Supervise Customer Outcomes and/or Partner team members to fulfill engagement objectives.

• Assist in business development for multi-million-dollar contracts.

• Manage the most significant and intricate programs for Customer Outcomes Strategic Accounts.

⛳️ Requirements

• Proven experience in utilizing or critically assessing the integration of AI into workflows, decision-making, or problem-solving.

• A minimum of 15 years of progressive experience within a professional services organization.

• Previous experience with ServiceNow across various workflows.

• Willingness to travel up to 50% of the time.

• Creative, energetic, and entrepreneurial mindset with the ability to independently manage initiatives and programs in a fast-paced 'start-up' environment.

• Documented success in addressing and resolving complex issues through analytical approaches.

• Experience in collaborative and cross-functional teamwork.

• Superior written and verbal communication abilities.

• ServiceNow certification relevant to the associated workflow.

• Proficient in integrating AI tools to enhance workflows, drive strategic initiatives, and deliver business value via platforms like ServiceNow.

• Skilled in ethical AI application, technical translation, and engaging stakeholders across both technical and executive levels.

🏝️ Benefits

• Equity (where applicable).

• Variable/incentive compensation.

• Health insurance plans.

• Flexible spending accounts.

• 401(k) Plan with company matching.

• Employee Stock Purchase Plan (ESPP).

• Matching donations program.

• Flexible time-off plan.

• Family leave benefits.

• Options for flexible or remote work arrangements.