Senior Program Manager

Job Summary

A company is looking for a Sr. Manager, Program Management - Operational Excellence.

Key Responsibilities

• Own the operational excellence strategy for Customer Care, ensuring alignment with growth goals
• Manage and optimize outsourced partner relationships, establishing performance standards
• Design and launch new operational flows, creating standard operating procedures for new products

Required Qualifications

• 8-12+ years of experience in operational programs, process improvement, or vendor management
• 4+ years managing outsourced partners or building customer support operations at scale
• Demonstrated success in driving operational transformation with measurable improvements
• Bachelor's degree required; PMP, COPC, or Six Sigma certification is a plus
• Strong systems thinking and change management expertise