Senior Program Manager

Overview

XperiencOps, Inc. is seeking a proactive and detail-oriented Program Manager to coordinate and manage cross-functional initiatives within the Customer Operations organization. This role focuses on planning, aligning, and delivering outcomes that support customer success, onboarding, partner initiatives, and operational readiness while serving as the counterpart to the Release Manager in the Engineering organization. The Program Manager will act as a key liaison between Customer Operations and Engineering, ensuring seamless collaboration, process alignment, and successful execution of deliverables.

Key Responsibilities

Planning and Coordination

• Develop and manage a comprehensive program roadmap for Customer Operations that aligns with organizational goals, initiatives, and timelines.
• Partner with Customer Success, Onboarding, Support, and DevRel teams to identify and prioritize initiatives tied to customer outcomes.
• Facilitate cross-functional planning to align timelines, dependencies, and objectives with the Engineering team’s release schedule and customer deadlines and expectations.
• Ensure readiness of Customer Operations for new releases, including documentation, training, and process updates.

Cross-Functional Collaboration

• Act as the primary liaison between Customer Operations and the Engineering Release Manager to ensure clear communication of priorities, dependencies, and risks.
• Represent Customer Operations in engineering planning meetings, communicating customer and operational needs effectively.

Execution and Accountability

• Drive the delivery of programs and initiatives within Customer Operations, holding functional leaders accountable for on-time delivery and execution
• Monitor team commitments and progress, holding teams accountable for deliverables and deadlines while fostering a culture of trust and transparency.
• Lead and facilitate readiness reviews, post-mortems, and retrospective meetings to identify areas of improvement and ensure operational excellence.
• Track and report on program performance metrics and outcomes, providing actionable insights to stakeholders.

Process Improvement

• Continuously evaluate and optimize program management processes to improve efficiency and alignment with organizational goals.
• Implement tools and practices for improved cross-functional collaboration, communication, and reporting.
• Foster a culture of continuous improvement, ensuring that lessons learned from previous programs are applied to future initiatives.

Change Management

• Lead change management efforts to ensure smooth adoption of new processes, tools, and updates across Customer Operations.
• Ensure alignment with engineering change management practices to mitigate risks and address operational impacts.

Requirements

• Minimum 8 years of experience as a Program Manager, Scrum Master, or similar role, preferably in enterprise SaaS or PaaS environments.
• Certifications: Certified Scrum Master (CSM), Project Management Professional (PMP), or equivalent program management certifications.
• Proven ability to coordinate and align cross-functional teams in complex, dynamic organizations.
• Experience working closely with Customer Success, Support, or Operations teams in SaaS organizations.
• Experience with engineering workflows, Agile methodologies, and the software development lifecycle.

Skills

• Leadership: Demonstrated ability to drive alignment, manage timelines, and hold teams accountable in a fast-paced environment.
• Communication: Exceptional facilitation and interpersonal skills, with a proven ability to align diverse teams and communicate effectively across all levels of the organization.
• Problem Solving: Strong analytical and critical thinking skills to identify risks, dependencies, and opportunities for improvement.
• Tool Proficiency: Expert level with JIRA, Confluence, and similar project management tools for tracking workflows and reporting progress.