Senior Project & Program Manager

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

📋 Description

• Take full responsibility for the planning and coordination of chatbot automation projects within Shopper and Customer support initiatives.

• Synchronize timelines, dependencies, and stakeholders across multiple workstreams simultaneously.

• Facilitate program execution by acting as a liaison between technical teams, operations, and leadership.

• Ensure progress continues and risks are highlighted as priorities and roadmaps shift.

• Develop and sustain program tracking, status updates, and communication rhythms across functions.

• Collaborate with product, engineering, and CX operations teams to define, sequence, and implement automation solutions.

• Convert business objectives into actionable plans with defined milestones and accountability.

• Recognize gaps, identify blockers early, and suggest effective solutions.

• Create structure and advance critical work in programs with limited resources.

⛳️ Requirements

• Over 5 years of experience in program management, technical program management, or operations program management.

• Ideally, experience within a technology, e-commerce, or customer experience organization.

• Proven track record of managing multiple concurrent programs with cross-functional stakeholders.

• Capability to develop and maintain program plans, track dependencies, and clearly communicate status to both technical and non-technical audiences.

• Experience working on or alongside automation, AI, or chatbot technology initiatives.

• Working knowledge of how automation, AI, or chatbot solutions are scoped, developed, and implemented in an operational setting.

• Proficient in project and program management tools such as Jira, Asana, Monday.com, or similar platforms.

• Comfortable using data to monitor progress and communicate impact effectively.

• Ability to work independently and establish structure in uncertain environments.

• Preferred: experience in customer support or CX technology settings.

• Preferred: familiarity with support operations metrics and tools like Salesforce or Zendesk.

• Preferred: experience in rapidly growing or fast-paced technology companies.

• Preferred: experience with programs that have measurable financial impacts, cost-saving objectives, efficiency initiatives, or automation ROI tracking.

• Preferred: comfort in engaging with technical concepts and product development processes.

🏝️ Benefits

• New hire equity grant.

• Annual refresh grants.

• Flexible choice of work location (home, office, or favorite coffee shop).

• Regular in-person events.

• Market-competitive compensation and benefits.