The Sr. Program Manager will support and report directly to the Director of Program Management, assisting in the execution and delivery of strategic programs according to the program and business goals. This role will focus on the day-to-day partnership with program leadership, operationalizing the program effectively, identifying/implementing process improvements, while ensuring strong coordination with cross-functional teams such as product, engineering, marketing, analytics, and finance. The Program Manager will ensure quality deliverables and assist in mitigating risks and resolving issues to maintain stakeholder satisfaction. The Sr. Program Manager will be a mentor to other Program team members, identify and execute on projects that will benefit the organization, and act as a leader for the team.
What You'll Do
- Program Execution and Delivery: Program manage a successful execution and delivery on assigned strategic programs goals, while aligning to our business strategic focus areas. Act as the day to day contact for the assigned programs, ensure projects are delivered on time and within budget according to scope, and manage to the contractual SLAs/KPIs.
- Cross-Functional Collaboration: Act as the primary liaison between internal teams (product, engineering, operations, analytics, marketing, sales, customer success, and finance). Ensure alignment, effective communication, and collaboration across departments to meet program goals and ensure smooth execution.
- Timely Delivery: Oversee and ensure that all program milestones and deadlines are met. Proactively identify potential delays or risks to the schedule and take corrective actions to maintain on-time delivery.
- Billing Management: Ensure billing, invoicing, and payment schedules are delivered on time and accurately , while monitoring budget alignment, and addressing discrepancies. Coordinate with internal teams for timely execution of financial processes, mitigating risks, and implementing process improvements for efficiency.
- Quality Assurance: Maintain a strong focus on quality throughout the development lifecycle. Ensure that products and features meet customer requirements, quality standards, and business objectives with minimal bugs or post-release issues.
- Stakeholder Management: Ensure effective communication and satisfaction among internal and external stakeholders. Provide regular updates, address concerns, and ensure alignment with business objectives, customer needs, and industry standards.
- Continuous Improvement: Identify areas for process improvement, implement best practices, and drive operational efficiencies. Foster a culture of innovation and continuous improvement within the program management team.
- Risk Management: Proactively manage and mitigate risks related to program execution, including scope changes, delays, and resource constraints. Develop contingency plans and communicate risks and impacts to stakeholders as needed.
- Issue Resolution: Identify and resolve issues by collaborating with internal teams such as engineering, product, and finance. Address roadblocks, lead root cause analysis, and manage escalated issues to ensure timely resolution. Communicate effectively with stakeholders, and apply lessons learned to drive continuous improvement, all while prioritizing customer satisfaction and minimizing retention impact.
- Customer-Centric Focus: Champion the delivery of features and products that align with customer needs and expectations. Collaborate with product, engineering, and analytic teams to ensure that customer requirements are prioritized and successfully incorporated into project plans.