Operations Program Manager

The ideal candidate will be responsible for managing, optimizing, and scaling cross-functional programs that enhance efficiency and effectiveness across the organization. You will work closely with multiple teams, including product, onboarding, customer success, and other operational units to ensure programs are executed successfully, on time, and within scope. This role requires a detail-oriented individual with excellent communication skills, a problem-solving mindset, and a passion for operational excellence.

Key Responsibilities:

• Program Management: Lead and manage end-to-end execution of multiple, complex, cross-functional programs that span operations, technology, and customer engagement. Ensure alignment with business goals and timelines.
• Operational Efficiency: Develop, implement, and scale processes and frameworks that drive operational efficiency and streamline workflows across various teams.
• Stakeholder Management: Collaborate with key stakeholders across different departments to identify program needs, prioritize initiatives, and ensure seamless communication and coordination.
• Process Improvement: Identify bottlenecks, inefficiencies, and areas for improvement in existing workflows, and lead initiatives to optimize performance and scalability.
• Data-Driven Decision Making: Use data to monitor program performance, assess impact, and identify trends. Provide insights and recommendations for improvements to stakeholders and implement on operational improvements.
• Risk Management: Proactively identify potential risks, mitigate issues, and manage dependencies to ensure program success.
• Documentation and Reporting: Maintain comprehensive program documentation and provide regular updates on program progress, key metrics, and milestones to stakeholders and leadership.
• Cross-Functional Collaboration: Partner with product, support, operations, customer success, and other teams to ensure program alignment and support company-wide goals.
• Resource Allocation: Ensure appropriate resources are allocated to programs and adjust plans as needed to deliver within scope and time constraints.
• Change Management: Lead change management efforts related to process and system improvements. Ensure proper communication, training, and adoption across teams.

Qualifications:

• Experience: 4+ years of experience in program management, preferably in a tech or SaaS environment.
• Education: Bachelor’s degree in Business, Operations, Project Management, or a related field. PMP or relevant certifications are a plus.
• Project Management Skills: Strong understanding of project management methodologies (e.g., Agile, Scrum, Waterfall) and hands-on experience in managing multiple projects simultaneously. 
• Analytical Skills: Proven ability to analyze data, draw insights, and leverage them to make informed decisions that drive operational success.
• Communication: Exceptional verbal and written communication skills, with the ability to articulate complex ideas and influence across all levels of the organization.
• Problem-Solving: Demonstrated ability to manage challenges, think critically, and implement creative solutions to operational roadblocks.
• Collaboration: Excellent interpersonal skills and the ability to build strong relationships with cross-functional teams and stakeholders.
• Organizational Skills: Detail-oriented with excellent organizational skills to prioritize tasks, meet deadlines, and manage multiple initiatives.
• Tech-Savvy: Proficient with project management tools (e.g., Jira, Google Suite) and familiar with reporting and analytics tools (e.g., Tableau, Power BI).
• Adaptability: Comfortable working in a fast-paced, dynamic environment with competing priorities and tight deadlines.

Preferred Qualifications:

• Experience working in a scaling organization or within high-growth environments.
• Experience managing global, multi-location teams or programs.
• Familiarity with Lean, Six Sigma, or other operational improvement methodologies.
• Advanced knowledge of process optimization and automation tools.