Program Manager - Digital Service Operations

Brief Job Description: 

The Program Manager for Digital Service Operations serves as both a strategic orchestrator and departmental advocate, ensuring seamless service delivery and continuous improvement throughout the service lifecycle—from new product development introduction (NPDI) to post-launch optimization. This role requires championing departmental programs while simultaneously serving as the liaison and representative for Digital Service Operations in broader, global cross-functional initiatives. As the central point of contact, this position ensures that digital services are launched successfully, operate efficiently, and continuously evolve to meet customer needs.
This role combines strategic planning with hands-on program execution, requiring deep engagement with immediate team members and broader global teams. The Program Manager helps capture engineering and operations requirements, identifies and allocates project resources, manages risks, prioritizes competing initiatives, and facilitates retrospectives to capture lessons learned and drive continuous improvement. Success in this role will be measured by on-time program delivery, achievement of defined business objectives, and positive feedback from cross-functional partners. Superior interpersonal and problem-solving skills are essential for effectively leading complex initiatives and ensuring successful program outcomes.

Responsibilities and Measurement Criteria with Time investment Needed on Each: 

• Lead Digital Service Operations support programs within the North America service organization, ensuring successful delivery of initiatives on time, within scope, and aligned with broader business strategies and objectives
• Serve as the primary point of contact for internal and external stakeholders, delivering regular updates on program status, milestones, risks, and opportunities
• Coordinate cross-functional alignment between engineering, operations, offering, sales, and business teams to drive program activities and organizational goals
• Lead operational readiness initiatives to ensure successful service launches and transitions, including development and execution of rollout and communication plans
• Participate in digital service related NPDI meetings, managing action items, conducting impact assessments, and ensuring operational considerations are integrated early in the development process
• Manage internal requirements coordination with engineering and operations teams, tracking deliverables throughout the development lifecycle while maintaining detailed project plans and timelines
• Proactively identify, assess, and mitigate program risks, dependencies, and potential bottlenecks before they impact service delivery
• Lead continuous improvement initiatives, including alarm processing optimization, report automation efforts, and programs that enhance customer experience and operational efficiency
• Coordinate post-launch reviews and facilitate retrospectives to capture lessons learned, driving advancement of Next Predict Digital Service-related initiatives
• Establish and track KPIs for service health, operational efficiency, and program performance to enhance overall operational effectiveness
• Monitor program budgets and resource allocation across competing priorities, ensuring efficient utilization and alignment with objectives
• Ensure compliance with company policies, industry standards, and safety regulations throughout all program activities

Qualifications: -

Required/ Minimum Qualifications: 

• Bachelor's degree in Engineering, Business, Project Management, or equivalent experience
• 3-5 years of experience in program or project management, preferably within Digital Services related to power systems, energy, thermal, HVAC, or related industries
• Demonstrated experience managing and delivering large, complex projects across cross-functional teams
• Experience working with or leading global and international teams
• Strong knowledge of engineering and manufacturing processes; knowledge of power systems, energy, industrial, thermal, or HVAC industries is a plus
• Experience with Agile project management methodologies and proficiency with project management tools (Microsoft Project, Smartsheet, Jira or similar platforms)
• Demonstrated experience working with cloud-based platforms and machine learning concepts 
• Experience identifying and implementing AI-driven automation opportunities to enhance operational efficiency and service quality
• Must possess both strategic thinking capabilities to understand broader business implications and the analytical mindset to thoroughly investigate and resolve detailed technical challenges
• Strong organizational and leadership skills with the ability to manage multiple projects simultaneously
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments, regions, and facilitate meetings and presentations
• Strong problem-solving abilities, critical-thinking skills, and attention to detail to navigate challenges and drive program success

 

Time Travel Needed: 

• Occasional domestic and international travel is required, up to 10% of the time
• Must maintain a valid driver's license