Senior Program Manager, Customer Success Operations

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

📋 Description

• Take charge of the comprehensive execution of a portfolio comprising intricate operational programs, overseeing scope, milestones, dependencies, risks, and deliverables.

• Direct programs that cross various functions, regions, or workstreams while addressing blockers and risks.

• Establish program scope and goals, ensuring that outcomes are quantifiable.

• Design, develop, and enhance operational processes, playbooks, SOPs, and governance frameworks.

• Recognize systemic process deficiencies and spearhead improvement initiatives.

• Generate operational reports, performance metrics, risk summaries, trend analyses, and insights for leadership.

• Prepare materials for the Monthly Operating Review and governance contributions.

• Monitor cross-functional action items until closure and escalate any delays.

• Lead cross-functional working groups and coordination forums.

• Foster relationships with Global Tech Ops, Financial Services, Data Analytics, and Business Operations.

• Create onboarding materials, training content, and learning paths tailored for Customer Success roles.

• Offer informal mentorship to Program Managers.

• Oversee the implementation of new processes and tools and track their adoption.

• Prepare customer-facing reporting packages and inputs for QBR.

• Assist CS leaders and SDMs during customer operational forums and executive briefings.

• Contribute to operational updates at both the leadership and customer levels, presenting independently when suitable.

⛳️ Requirements

• Bachelor's degree in Business, Operations, Information Technology, or a related field (or equivalent experience).

• 10+ years of experience in program management, operations, or service delivery roles within complex, matrixed organizations.

• Capacity to independently manage complex, cross-functional programs from inception to completion with measurable results.

• Experience in designing and implementing operational processes, governance frameworks, and reporting standards on a large scale.

• Strong working knowledge of ITIL practices or structured service delivery frameworks.

• Proficiency in program tracking tools, reporting platforms, and productivity suites, including Excel/Sheets, PowerPoint, and project management tools.

• Excellent written and verbal communication skills.

• Experience preparing governance materials and presenting to senior stakeholders.

• Ability to work autonomously and make informed decisions in ambiguous situations.

• Preferred: experience in transit, payments, public-sector technology, or high-availability managed services environments.

• Preferred: familiarity with FinOps concepts, cost-to-serve analysis, or P&L reporting within a services context.

• Preferred: exposure to CRM platforms such as MSD CRM, service management tools like ServiceNow, or BI/data visualization platforms.

• Preferred: experience supporting or operating within a Centre of Excellence model.

• Preferred: experience collaborating with teams across NAM, EMEA, and APAC in a global organization.

🏝️ Benefits

• An inclusive workplace that welcomes applications from individuals of all backgrounds.

• An Equal Opportunity/Affirmative Action employer.

• A workplace that is free from discrimination.