Senior Strategic Program Manager

Role Overview

• Lead strategic programs and transformation initiatives that improve the client operating model across onboarding, retention, growth, escalation management, and service scalability.
• Design scalable operating models, service frameworks, segmentation strategies, and operational processes that improve client outcomes and business efficiency.
• Structure ambiguous business challenges, conduct analysis, and translate findings into actionable recommendations and execution plans.
• Identify operational gaps, process inefficiencies, and scaling challenges, and drive solutions that improve consistency and scalability.
• Support enterprise priorities through operational transformation initiatives aligned to long-term business goals.
• Lead complex cross-functional initiatives from concept through execution, driving alignment, accountability, and measurable outcomes.
• Partner with Client Success, Product, Services, Engineering, Commercial, Finance, and Operations teams to support strategic initiatives and operational improvements.
• Influence decision-making across technical, commercial, and operational teams through data-driven insights and recommendations.
• Guide stakeholders through organizational change, including new processes, operating models, and workflow adoption.
• Manage initiative timelines, deliverables, dependencies, risks, and communications across global teams.
• Build and manage reporting frameworks and dashboards focused on client health, service quality, operational effectiveness, and business performance.
• Analyze operational and client data to identify trends, risks, opportunities, and improvement areas that inform strategic decisions.
• Develop executive-ready presentations, business reviews, status updates, and strategic insight materials.
• Establish scalable reporting processes, operational standards, and governance practices that improve visibility and execution consistency.
• Measure initiative outcomes and operational performance to support continuous improvement.
• Champion AI adoption and workflow automation to improve decision-making, reduce manual effort, and enhance the client experience.
• Identify opportunities to leverage AI, automation, and emerging technologies to improve operational scalability and organizational effectiveness.
• Partner across teams to implement AI-enabled workflows, reporting enhancements, and operational tooling improvements.
• Promote AI-first and data-driven ways of working that improve productivity, consistency, and business impact.

Requirements

• 8+ years of experience in client success, services, operations, business transformation, program management, consulting, or related roles within SaaS, e-commerce, marketplace, or technology environments.
• Demonstrated experience leading complex cross-functional initiatives and driving operational or strategic transformation efforts.
• Strong experience designing scalable operating models, service frameworks, client engagement strategies, or operational support structures.
• Proven ability to solve ambiguous business problems using structured thinking, analytics, research, and data-driven decision-making.
• Strong executive communication, stakeholder management, and cross-functional influence skills.
• Experience driving alignment and execution across global, matrixed, and fast-paced organizations.
• Strong analytical and operational problem-solving capabilities with experience leveraging metrics and reporting to inform business decisions.
• Experience leveraging AI tools, workflow automation, or emerging technologies to improve operational efficiency and client outcomes.

Benefits

• Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1
• A 6% 401(k) match
• Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days
• 12 weeks primary caregiver leave & 4 weeks secondary caregiver leave
• Accident, critical illness, and hospital indemnity insurance
• Pet insurance
• Legal assistance and identity theft insurance plans
• Life insurance 2x salary
• Access to the Calm app and the Employee Assistance Program
• $65/month Remote work stipend for internet
• Culture and team-building activities
• Tuition assistance
• Career development opportunities
• Charitable contribution match up to $250 per year