Senior Finance Program Manager

Job Summary

Owning complex customer escalations, the full-time remote Senior Finance Program Manager will manage high-severity finance requests, coordinate cross-functional resources, and drive systemic improvements to enhance the customer experience.

Key responsibilities

• Manage priority customer escalations end to end, including triage, action planning, and real-time updates to stakeholders
• Lead cross-functional programs to standardize escalation workflows and improve customer-facing processes
• Analyze escalation themes to identify opportunities for process and workflow improvements

Required qualifications

• 4+ years of experience in Customer Success, Support Operations, or incident management with ownership of high-severity escalations
• Demonstrated success in leading cross-functional process-improvement programs
• Strong program and project management skills with the ability to manage multiple workstreams
• Bachelor's degree in Business, Operations, Engineering, or a related field, or equivalent practical experience
• Excellent communication skills for synthesizing complex situations into clear updates