Senior Program Manager - Technical Services Operations

📋 Description

• Lead end-to-end management of strategic global Technical Services programs from problem definition
• Define, maintain, and govern global case-handling standards, severity definitions, entitlement
• Analyze quality findings, post-mortems, CSAT/DSAT signals, and performance metrics to identify
• Develop communication and change strategies for operational changes, including executive updates
• Own the global register of Technical Services commitments from post-mortems and operational
• Improve case-audit compliance, QA rubrics, calibration, DSAT action tracking, and coaching

🎯 Requirements

• 8+ years in program management, technical or service operations, business operations, process
• Bachelor’s degree in business, operations, engineering, information systems, or related discipline
• Proven ability to independently lead complex, cross-functional programs from problem definition
• Ability to translate operational data, customer signals, quality findings, and feedback into
• Experience developing executive communications and change strategies; enabling managers
• Strong strategic judgment, executive presence, communication, and facilitation skills with ability

🎁 Benefits

• Flexible time off
• Wellness resources
• Company-sponsored team events
• Incentive pay and/or equity eligible