Program Manager

We are seeking a detail-oriented and strategic Program Manager to join our Customer Care Operations team. This role will be responsible for leading and managing key programs focused on improving core support processes and implementing tool enhancements. The ideal candidate will collaborate cross-functionally with stakeholders across Customer Support, Product, Engineering, IT, and other teams to ensure seamless execution and alignment with business goals.

• Drive end-to-end program management for initiatives related to process improvement and tool transformation within Customer Care Operations.
• Partner with key stakeholders to define program scope, objectives, success metrics, timelines, and resource requirements.
• Translate business needs into actionable plans and workstreams, ensuring alignment across support, product, engineering, and operations teams.
• Lead project planning, execution, and communication to ensure timely delivery of programs that meet or exceed expectations.
• Monitor program performance, manage risks, and implement mitigation strategies.
• Serve as a point of contact for operational tool enhancements and core system changes, ensuring they align with support team goals and user needs.
• Champion change management practices to drive adoption and ensure smooth transition during process or tool changes.
• Generate clear documentation, status reports, and presentations for leadership and cross-functional teams.

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field; PMP or similar certification is a plus.
• 7+ years of program or project management experience, preferably in a SaaS or technology organization.
• Experience working with customer care/support operations teams and driving operational improvements.
• Proven ability to manage multiple initiatives simultaneously in a fast-paced environment.
• Strong understanding of support tools (e.g., Zendesk, Salesforce, CRM systems) and process optimization.
• Exceptional communication, stakeholder management, and cross-functional collaboration skills.
• Data-driven mindset with experience using analytics to drive decision-making and continuous improvement
• Experience with Agile methodologies and change management frameworks.
• Familiarity with automation, AI/ML support tools, or self-service solutions in a customer support context.
• Experience working with global support teams and scalable support models.