Senior Project & Program Manager

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

📋 Description

• Take ownership of comprehensive planning and coordination for chatbot automation projects within Shopper and Customer support programs.

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

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

• Maintain momentum and ensure visibility of risks as priorities and roadmaps change.

• Develop and sustain tracking mechanisms for programs, status updates, and communication across functions.

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

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

• Recognize gaps, highlight obstacles early, and suggest viable solutions.

• Create a structured approach and drive progress for programs that are under-resourced.

⛳️ Requirements

• A minimum of 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 involving cross-functional stakeholders.

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

• Experience with 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.

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

• Ability to utilize data for tracking progress and demonstrating impact.

• Competence to work independently and create structure in uncertain environments.

• Preferred: experience in customer support or CX technology contexts, familiarity with Salesforce, Zendesk, or similar platforms, and programs focused on automation-driven cost reduction.

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

• Preferred: experience with measurable financial outcomes, cost savings objectives, efficiency initiatives, or automation ROI tracking.

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

🏝️ Benefits

• Equity grant for new hires.

• Annual refresh grants.

• Flexible work location options, including home, office, or coffee shop.

• Regular in-person gatherings.

• Compensation and benefits that are competitive in the market, based on work location.