Service Operations Program Manager

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

📋 Description

• Take ownership of the vision, roadmap, and success metrics for Centralized Service Operations, ensuring it functions as a cohesive program that integrates processes, data, and tools.

• Gather, clarify, and prioritize requests from Field, Service Engineering, Fleet Performance, EHS, Finance, and support functions, providing clear justifications.

• Provide operational context and timeline milestones to the Digital Product Owner and related capability Product Managers to ensure alignment with Service Operations and the overall service team deadlines.

• Facilitate the operating rhythm of the team, including ceremonies, iteration planning, retrospectives, and the weekly Technical Support triage, while actively removing obstacles.

• Guarantee that every delivered item is comprehended, utilized, and maintained by Service teams through effective communication, training coordination, and adoption monitoring.

• Develop Service Ops processes that enhance data quality, traceability, and downstream analytics, collaborating with Digital and Analytics on data capture and definitions.

⛳️ Requirements

• A Bachelor’s degree in engineering, business administration, or a related discipline; an advanced degree or relevant certification is advantageous.

• Over 6 years of experience in Program Management, Service Operations, Business Operations, or similar cross-functional roles.

• In-depth understanding of O&M processes, operational dependencies, and performance metrics.

• Demonstrated capability to manage a portfolio of initiatives, establish scope and success criteria, and prioritize based on business value.

• Excellent stakeholder management and executive communication skills, with the ability to influence without direct authority.

• Experience in facilitating cross-functional teams within matrix environments.

• Strong analytical mindset with a focus on structured data capture, data quality, and analytics flow.

• PMP (Program Management Professional) certification.

🏝️ Benefits

• 100% employer‑paid medical, dental, vision, life, and disability insurance.