Senior Program Manager – Change Management

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

📋 Description

• Act as a Senior Program Manager to enhance operational excellence and foster continuous improvement within enterprise-level customer support delivery operations.

• Oversee 2–3 simultaneous large-scale process enhancement programs, ensuring timely execution, measurable outcomes, and alignment with organizational objectives.

• Perform data analysis, process mapping, and root cause analysis (RCA) to uncover inefficiencies and devise effective solutions.

• Utilize Lean Six Sigma and continuous improvement methodologies to refine customer support and delivery operations.

• Create and sustain Power BI dashboards and Azure DevOps reports for visualizing performance metrics and facilitating data-driven decision-making.

• Design and implement standard operating procedures, process documentation, and training resources.

• Lead change management initiatives and provide support to teams during transitions.

• Collaborate with delivery, infrastructure, and operations teams to ensure alignment of improvements with business goals.

• Propel measurable performance enhancements and report key performance indicators (KPIs) to senior leadership and stakeholders.

• Organize value stream mapping sessions and workshops to identify bottlenecks and prioritize improvement opportunities.

• Mentor and coach cross-functional team members in process improvement principles and best practices.

⛳️ Requirements

• Over 10 years of experience in project and/or program management, ideally in large-scale, complex operational settings.

• More than 10 years of hands-on change management experience, preferably utilizing PROSCI or equivalent methodologies.

• At least 5 years of experience in building and managing Azure DevOps dashboards and Power BI reports for performance and operational tracking.

• Proven track record of driving continuous improvement initiatives with significant business impact.

• Strong analytical and problem-solving capabilities; adept at translating data insights into actionable strategies.

• Demonstrated ability to oversee multiple programs concurrently and achieve results in a fast-paced environment.

• Exceptional written and verbal communication skills with a strong capacity to influence cross-functional teams and senior stakeholders.

• Solid understanding of business process design, service delivery operations, and performance optimization frameworks.

• Green Belt or Black Belt certification in Lean Six Sigma is required, or equivalent practical experience.

• PMP or PMI certification is preferred.

• Experience leading process improvement initiatives within a customer support or service-oriented organization is preferred.

• Familiarity with service-level agreements (SLAs), workforce management, and operational delivery metrics is preferred.

• Experience in training or mentoring teams in Lean Six Sigma, change management, or process improvement methodologies is preferred.

• Strong working knowledge of Microsoft Project, Visio, PowerPoint, and other business productivity tools is preferred.

• Background in operational excellence, business transformation, or performance improvement consulting is preferred.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Flexible Spending Account.

• 401k program.

• Competitive PTO offerings.

• Parental Leave.

• Opportunities for professional growth and development.