Program Manager – Customer Operations

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

📋 Description

• Oversee the implementation and continuous management of new tools, enhancements, and internal process optimizations.

• Strategically plan, execute, and supervise operations and technology-related projects from initial intake and discovery to rollout and stabilization.

• Clearly define project scope, objectives, timelines, and resource requirements.

• Utilize appropriate tools and techniques to track project work and metrics.

• Ensure timely delivery of projects within the defined scope and budget.

• Identify inefficiencies in processes and propose scalable improvements to enhance data quality and minimize risk.

• Lead initiatives for workflow redesign and cleanup by pinpointing root causes and eliminating unnecessary complexities.

• Collaborate effectively with teams from Product, Engineering, Sales, Marketing, and IT.

• Manage competing priorities and stakeholder expectations across multiple concurrent initiatives.

• Facilitate decision-making by clearly articulating trade-offs, risks, and impacts.

• Identify, monitor, and mitigate project risks, issues, and dependencies.

• Anticipate the downstream impacts of tool and process changes and coordinate change management activities accordingly.

• Support successful adoption of initiatives through effective communication, documentation, and enablement efforts.

• Regularly communicate project progress, issues, and solutions to stakeholders.

• Establish governance and operating procedures that support visibility and accountability.

• Monitor key performance indicators (KPIs) and report on project outcomes.

• Safeguard the confidentiality, integrity, and availability of information and systems.

• Implement security and privacy best practices in all work activities.

⛳️ Requirements

• 3–5 years of experience in project management, ideally within a go-to-market, business systems, or operations setting.

• Demonstrated experience in implementing or managing new software solutions.

• Proficiency in project management tools such as Confluence, Monday.com, or Smartsheet.

• Strong communication and facilitation abilities.

• An analytical mindset with a background in measuring and reporting on project management KPIs.

• Excellent leadership and collaboration skills.

• Familiarity with Salesforce, billing systems, analytics, or workflow platforms.

• Experience collaborating with global or distributed teams.

• Change management experience is a plus.

• Successful completion of a background check is required.

• Participation in mandatory security and privacy training is necessary.

• Ability to comply with the organization’s security and privacy policies, procedures, and standards.

• Must meet E-Verify and drug-free workplace requirements.

🏝️ Benefits

• Variable pay, equity, bonuses, and/or other compensation options may be available.

• Health insurance coverage.

• Retirement plan options.

• Flexible paid time off.

• Opportunities for learning, development, and career advancement.

• Support for professional development.

• A creative, inclusive, and collaborative work environment.

• Remote-first work arrangement.