Program Manager

Program Manager Responsibilities

• Collaborate with cross-functional teams to design, plan, and deliver service solutions that solve customer and business problems
• Lead the creation of holistic, omni-channel customer experience designs for new product and program launches
• Develop and implement strategies to improve service experiences based on customer feedback and industry trends
• Develop and maintain a deep understanding of customers' needs, behaviors, and potential issues within their experience
• Oversee the Post-Sales Operations organization's portfolio of work, ensuring alignment with business objectives and priorities, driving progress, anticipating and mitigating risks, and making recommendations to optimize resource allocation
• Facilitate alignment across product, engineering, finance, and operations stakeholders to resolve competing priorities and unblock program execution
• Collaborate with senior leadership to communicate strategic vision and tactical updates
• Serve as a single-threaded owner (STO) for the Post-Sales Operations organization across multiple workstreams
• Build scalable plans to deal with the most ambiguous situations, assessing resource needs and removing bottlenecks
• Leverage AI to drive operational efficiency by standardizing program management practices, tools, and templates across the portfolio
• Support business rhythm activities, including planning processes, business reviews, and OKR and goal-setting development

Minimum Qualifications

• 6+ years of experience in program management, service design, customer service, and/or operations
• Proven track record of managing complex portfolios and successfully leading complex programs to deliver results
• Strong analytical and problem-solving skills, with the ability to drive data-driven solutions and recommendations
• Excellent communication and facilitation skills, with the ability to engage senior stakeholders, influence across all levels of the organization, and lead complex discussions with clarity and confidence
• Experience in designing and implementing portfolio governance frameworks, including program intake, prioritization models, and portfolio health reporting
• Experience developing integrated roadmaps and managing interdependencies across a portfolio of programs with competing priorities and shared resources
• Experience using data and defined metrics to evaluate program performance and inform portfolio-level investment and prioritization decisions
• Proven track record of working collaboratively with cross-functional teams and stakeholders at all levels of the organization
• Demonstrated ability to work in a fast-paced environment, prioritizing multiple projects and deadlines
• Demonstrated understanding of industry trends and best practices in service design

Preferred Qualifications

• Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)
• Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)
• Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies
• Certification in program/project management or service design
• Experience working in a technology company or startup environment
• Service experience in a consumer electronics/hardware company
• Familiarity with design thinking methodologies and tools (e.g., Mural, Figma)