Senior Program Manager

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Oversee the integrated portfolio of initiatives necessary for establishing, scaling, and continually enhancing the global Voice of the Customer practice.

• Convert strategy and priorities into actionable roadmaps, workstreams, milestones, ownership, and success metrics.

• Create and manage the operational rhythm of the practice, ensuring visibility into priorities, progress, dependencies, decisions, risks, and outcomes.

• Assess competing priorities and dependencies, identify trade-offs, and propose viable paths forward.

• Proactively identify and mitigate execution risks and obstacles, providing clear recommendations when decisions are needed.

• Foster accountability across cross-functional teams.

• Produce executive-ready communications that summarize portfolio status, issues, decisions, and implications.

• Establish scalable program management tools, templates, and processes.

• Leverage practice and program data to detect trends, capacity limitations, and areas for improvement.

• Lead intricate cross-functional initiatives from conception through implementation and evaluation.

• Spearhead the development and launch of new Voice of the Customer offerings.

• Direct strategic research initiatives involving internal teams, clients, external partners, and the resulting thought leadership or practice assets.

• Transform emerging concepts into structured, repeatable practice capabilities.

• Coordinate practice socialization and go-to-market efforts with marketing, enablement, thought leadership, research, sales, and other collaborators.

• Identify opportunities for reuse, simplification, and enhanced impact across initiatives.

• Establish success metrics and evaluate adoption, effectiveness, and impact.

• Facilitate retrospectives and continuous improvement initiatives.

• Act as a reliable program partner to practice leadership.

⛳️ Requirements

• Over 7 years of experience in leading complex, cross-functional programs in program management, consulting, professional services, customer experience, practice development, or a related area.

• Proven experience in managing a portfolio of interconnected initiatives and translating strategic priorities into actionable plans.

• Strong expertise in program management, encompassing portfolio planning, prioritization, dependency management, risk management, governance, and assessment.

• Ability to function effectively in ambiguous and dynamic environments.

• Excellent business judgment and problem-solving abilities.

• Exceptional stakeholder management and influencing skills, including achieving outcomes across teams without direct reporting authority.

• Strong written, verbal, and presentation communication skills.

• Capability to transition between strategic vision and execution details.

• Strong analytical skills and comfort in utilizing program, operational, or business data.

• Proactive working style with the ability to anticipate needs, connect workstreams, and maintain momentum.

• Mindset focused on continuous improvement and the ability to develop scalable processes.

• Experience with Voice of the Customer practices, customer experience, consulting, CX research, or market offer development is highly preferred.

• Experience in a SaaS, professional services, consulting, or other complex cross-functional environments is preferred.

• Familiarity with Asana, Smartsheet, or similar work management and portfolio management platforms is an advantage.

• Project Management Professional (PMP), Agile, or other relevant program management training or certification is a plus.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and opportunities for remote work.

• Opportunities for development and career advancement.

• Open Time Off policy in addition to 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatments.

• Paid volunteer time.

• August Free Fridays.

• Well-being resources.

• Regionally tailored programs for employees and their families.

• Mentorship, learning programs, leadership development, and educational support.