Program Manager

Primary Responsibilities

• Own the vision, roadmap, and success metrics of Centralized Service Operations as an integrated program spanning processes, data, and tool usage.
• Intake, clarify, and prioritize demand from Field, Service Engineering, Fleet Performance, EHS, Finance and support functions with transparent rationale.
• Bring operational context and milestone timing to the Digital Product Owner and adjacent capability Product Managers so their deliveries align with Service Operations and overall service team deadlines.
• Facilitate the team's operating rhythm — ceremonies, iteration planning, retrospectives, and the cross functional weekly Technical Support triage — removing impediments.
• Ensure every delivered item is understood, used, and sustained by Service teams through communication, training coordination, and adoption tracking.

Key Responsibilities

• Own and refine the Centralized Service Ops backlog and 12-month roadmap, running quarterly PI planning to convert strategy into iteration-level commitments.
• Prioritize the backlog by business value, effort, and dependencies — shaping leadership priorities with insights from Field, Engineering, and Fleet Performance.
• Facilitate all team ceremonies (stand-ups, iteration planning, backlog refinement, retrospectives, weekly Tech Support triage) and remove impediments to timely delivery.
• Facilitate cross-functional sessions with Field, Service Engineering, Fleet Performance, and Iall support functions to co-design practical, adopted processes translated into well-owned backlog items.
• Own the backlog enabling the Fleet Performance and Reliability Program — translating the Sr Fleet Performance Manager's strategy, framework, and KPI definitions into prioritized, delivered stories.
• Partner with the adjacent PO/PMs (CMMS, Data Warehouse, AEROS Cloud, AEROS EMS, EMO AI, Software Engineering) to align capability sequencing to Service Ops milestones.
• Serve as the Service Ops point of contact across the LGES Vertech capability ecosystem, coordinating cross-supplier dependencies and PI planning representation.
• Own change management and adoption for every delivered backlog item — ensuring new tools, processes, and workflows are understood, used, and sustained.
• Represent the voice of the Service organization — Field, Service Engineers, Coordinators, Support — in every backlog and prioritization decision.
• Structure pilots to validate improvements before scaling — defining success criteria, iterating quickly, and scaling only what works.
• Provide executive-ready visibility on roadmap progress, iteration outcomes, and adoption results, aligned with the Manager's leadership reporting cadence.