Manager, MSC Program Manager

Job Responsibilities

• Migration & Transition Program Management: Lead end-to-end - planning, execution, and stage-gate governance of functional migrations into the MSC. Partner with Value Stream Owners, Business Partner Teams, HR, and BPO partners to coordinate readiness, sequencing, knowledge capture, and go-live. Own the migration tracker, escalate risks proactively, and ensure transitions close with signed stage-gate packages and documented lessons learned.
• Demand Management & Portfolio Governance: Design and operate a structured demand intake framework for MSC initiatives. Establish intake criteria, prioritization methodology, and capacity-to-demand alignment. Maintain a live portfolio view that gives leadership clear signal on what is in flight, what is queued, and what is at risk. Drive disciplined prioritization decisions with VSOs and the SMO leadership team.
• Organizational Change Management (OCM): Own the OCM framework and govern its application across all MSC migrations and initiatives. Define the change methodology, set standards for stakeholder impact assessments, readiness planning, and adoption measurement. This Manager provides the model, reviews the outputs, and holds the bar of Change Management activities. Must understand OCM deeply enough to coach, quality-check, and represent the practice to senior stakeholders.
• Program Reporting & Executive Communications: Own the program health reporting cadence for MSC leadership and functional stakeholders. Produce clear, actionable status views across migrations and initiatives. Translate delivery detail into executive-level narrative, surfacing what matters, what is at risk, and what decisions are needed. Drive governance forums and milestone reviews.
• Framework & Tooling Development: Build and maintain the program management playbooks, templates, and governance standards that make MSC delivery repeatable. Identify and close tooling gaps (e.g., ServiceNow, trackers, dashboards). Establish version-controlled artifacts that reduce dependency on individual knowledge and enable future scale.

Education and Work Experience

• Bachelor's Degree plus 3 years of related work experience OR advanced degree with 1 year of related work experience OR combination of education and experience deemed equivalent (Required)
• Acceptable areas of study include Business Administration, Finance, Accounting or related field (Preferred)
• Master’s Degree (MBA or equivalent) (Preferred)
• 4-7 years Related experience within a financial, shared services or operational setting (Preferred)

Knowledge, Skills and Abilities

• Program Management Fluency - Can structure and manage complex, multi-workstream programs from initiation through close. Adapts method to initiative type, waterfall for migrations, Agile for iterative builds. Knows when to escalate and when to problem-solve. (Required)
• Migration & Transition Leadership - Has led functional or operational migrations end-to-end: scoping, knowledge capture, training, go-live readiness, and stabilization. Understands stage-gate governance, not just project milestones. (Required)
• Demand Management - Has designed and operated a formal demand intake and prioritization process, including scoring criteria, governance forums, and capacity-to-demand alignment. Does not manage a to-do list; manages a portfolio. (Required)
• Organizational Change Management - Understands OCM methodology well enough to set the standard, review deliverables, and coach a direct report executing the work. Can assess whether a change plan is rigorous or superficial. Has integrated OCM into program delivery as a governance accountability, not just a communications output. (Required)
• PMI / PMP Methodology - Fluent in PMI standards: charter, WBS, RACI, risk register, change control, and formal closure. Uses the methodology as a delivery discipline, not a documentation exercise. (Required)
• Agile Delivery - Comfortable running Agile ceremonies (sprint planning, retrospectives, backlog grooming) for non-software operational improvement work. Knows when to blend methods. (Required)
• Executive Communication - Translates complex program status into clear, concise narratives for VP and C-suite audiences. Builds trust through consistency, not volume. Knows what to surface and what to absorb. (Required)
• Stakeholder Alignment - Navigates competing stakeholder priorities across functions and levels without losing delivery momentum. Comfortable facilitating alignment conversations that others avoid. (Required)
• AI & Tool Fluency - Actively uses AI tools (e.g. Claude, ChatGPT) to accelerate planning, communication drafting, and analysis. Champions AI-enabled efficiency within the team without waiting for formal programs. (Required)
• Independent Execution - Operates without a built team or defined playbook. Resourceful, self-directed, and comfortable building structure in ambiguous environments. (Required)
• Risk & Issue Management - Maintains a live RAID log, distinguishes signal from noise, and escalates with a recommendation — not just an update. (Required)
• ServiceNow / Work Orchestration Tool - Experience using ServiceNow or equivalent platforms to manage intake, track work, and provide portfolio visibility. (Preferred)

Licenses & Certifications

• PMP (Project Management Professional) - Active certification; must be able to demonstrate application in a prior migration or complex program delivery role (Required)
• PMI-ACP or SAFe / Agile Certification - Demonstrates fluency in Agile methods applied to operational or transformation contexts (Preferred)
• Prosci ADKAR or equivalent OCM Certification - Preferred for candidates whose OCM experience is embedded in program delivery rather than standalone change projects (Preferred)
• ITIL Foundation (v3 or v4) - Demonstrates service management literacy, relevant given the MSC’s operating model and ServiceNow roadmap (Preferred)

Travel

• Travel Required (Yes/No): No

Safety Sensitive Position

• Safety Sensitive Position (Yes/No): No

Base Pay Range

• $97,000 - $175,000

Corporate Bonus Target

• Corporate Bonus Target: 15%