Senior Principal Experience Operations Program Manager

Role Overview

• Provide operational oversight for experience execution across Design, Product, Engineering, Research, and User Success for a new product experience
• Partner closely with senior leaders to ensure they have the visibility, context, and materials needed to understand escalations, make informed decisions, and stay aligned on North Star product strategy
• Drive alignment on priorities, milestones, decisions, and dependencies across leadership and working teams
• Create connective tissue across multiple workstreams, maintaining a strong pulse on overall program health and stepping in where needed to unblock progress
• Ensure experience vision and design intent are clearly documented, communicated, and carried through implementation to delivery
• Establish and maintain effective operating rhythms that enable high-quality outcomes without creating unnecessary process
• Track and manage risks, gaps, escalations, and trade-offs, ensuring timely resolution and appropriate leadership visibility
• Coordinate workflows, handoffs, and decision-making across teams to support a cohesive end-to-end customer experience
• Partner with design, product, and engineering leaders to ensure experience decisions are actionable, feasible, and executed with fidelity
• Monitor progress against key commitments and follow through to ensure decisions translate into measurable execution
• Track progress of milestones and dependencies with rigor
• Create weekly status reports to shore up progress, celebrations, challenges, mitigations, and asks
• Operate effectively in a fast-moving, ambiguous environment while balancing immediate delivery needs with longer-term organizational design
• Manage external vendors and partners to drive quality results, maintain alignment with internal teams, and adapt execution as needs evolve
• Build leadership confidence and buy-in around partner plans, deliverables, and execution approaches where needed
• Improve team rigor through scalable tools, practices, and frameworks that strengthen consistency, accountability, and visibility
• Support continuous improvement in how experience work is planned, reviewed, and delivered across the organization
• Leverage AI-enabled tools and workflows where appropriate to improve operational efficiency, visibility, decision-making, and execution quality

Requirements

• 10-12+ years of experience in design operations, program management, product operations, experience operations, or a related cross-functional leadership role
• Proven experience leading complex operational execution across design, product, engineering, research, and other cross-functional teams
• Proven experience partnering with senior leadership teams on complex initiatives, including driving alignment, surfacing risks, managing escalations, and enabling effective decision-making
• Strong ability to drive alignment and accountability across multiple stakeholders without direct authority
• Demonstrated success managing cross-functional dependencies, execution risks, and operational follow-through in fast-moving, ambiguous environments
• Experience translating product strategy, experience strategy, and design decisions into clear execution plans and team actions
• Excellent communication, facilitation, and synthesis skills, with the ability to support both executive-level discussions and working team execution
• Strong operational judgment, attention to detail, and ability to balance rigor with speed
• Deep understanding of end-to-end product development processes and experience design workflows
• Comfort operating in dynamic, evolving team environments, including helping stand up new structures and ways of working while managing day-to-day delivery
• Experience managing external vendors or strategic partners to deliver high-quality outcomes in close coordination with internal teams
• Familiarity with AI tools and modern ways of working that improve coordination, decision-making, and execution effectiveness

Benefits

• Health and financial benefits
• Time away and everyday wellness