Business Program Manager - Customer Experience & AI Transformation

Responsibilities

• Learns to perform program landscape research and analysis (e.g., internal and/or external market, sales, delivery feedback) and supports forecasting and the examination of business trends to help define program scope.
• Collaborates with others to understand overall business goals, objectives, strategies, and short- and long-term priorities.
• Supports the identification of current program risks, impact, and mitigation plans in collaboration with more experienced team members.
• Contributes to defining and tracking success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]) such as quality, adoption, usage, and impact, with guidance.
• Maintains the rhythm of business (ROB) during plan execution, ensuring participants and stakeholders are communicating and responding on the necessary cadence.
• Supports landing and communication plans, including identifying target audiences and drafting clear, well-structured updates.
• Begins to work across teams (e.g., Landing, Design, Engineering, Finance, Technical Program Management) to ensure program requirements are understood and met.
• Leverages data and performance metrics to demonstrate the value and impact of a program, adapting communication style to different audiences with coaching.
• Assists in managing a portfolio of projects—supporting project plans, timelines, milestones, and tracking of resource needs.
• Communicates program status to relevant stakeholders and helps hold participants accountable to established schedules and risk-mitigation plans, with guidance.
• Develops an understanding of how systems and processes work and impact one another, and helps ensure program processes are executed efficiently.
• Supports cost-benefit analyses and contributes to monthly business reviews (MBRs) and recurring rhythms to identify what is working and where to improve.
• Collects and evaluates success criteria and performance metrics using scorecards and dashboards to monitor programs and keep activities aligned to objectives.
• Supports change-management efforts by helping develop collateral and communications that enable stakeholders to adopt new programs and processes.

Qualifications

• Bachelor's Degree in Business, Operations, Finance, or related field AND 2+ years experience in program management, process management, or process improvement OR equivalent experience.
• Internship, co-op, capstone, or relevant project experience in program management, project management, business operations, or consulting.
• Coursework, certification, or familiarity with project management methodologies (e.g., Certified Associate in Project Management [CAPM], Agile/Scrum fundamentals).
• Foundational data analysis skills (e.g., Microsoft Excel, Power BI) and comfort using data to inform decisions.
• Excellent written and verbal communication skills, with the ability to organize information clearly for different audiences.
• Demonstrated ability to manage competing priorities, stay organized, and follow through with limited direction.
• Experience collaborating across teams (e.g., student organizations, group projects, internships) and a track record of bringing a can-do attitude to ambiguous situations.