Program Manager

About the role

The Program Manager at Uplight is responsible for managing complex program objectives with significant organizational impact. This role requires deep expertise in the field, the ability to work independently with minimal supervision, and strong leadership in cross-functional settings.

Responsibilities

• Ensure the operational health and efficiency of assigned programs, proactively identifying and addressing risks.
• Maintain customer satisfaction by delivering high-quality services and meeting key performance goals and SLAs.
• Serve as a client-facing representative, ensuring effective communication of program performance, alignment on program objectives, resolving operational issues, and identifying areas for program improvement.
• Support program expansions by providing consulting expertise and operational insights to Account Management and Sales teams.
• Own the enrollment processing function, ensuring smooth execution and supporting Marketing efforts with operational processes.
• Lead the development and execution of enrollment growth strategy.
• Work with relevant teams to provide accurate and timely execution of incentive payments.
• Lead event dispatch operations in collaboration with Product and Technical Support teams.
• Participate in on-call rotations to support issue resolution and operational continuity.
• Ensure contractual commitments for market participation are met by working closely with Product, Engineering, and Market Operations Compliance (MOC) teams.
• Partner with Customer Care to make sure Tier 1 support teams are equipped with proper training, documentation, and resources, and provide a feedback loop for improved customer experience.
• Meet or exceed ticket SLAs for Tier 2 escalations and work collaboratively to resolve complex issues.
• Develop and maintain process documentation to support training, knowledge transfer, and risk mitigation.
• Continuously identify and implement process improvements to enhance operational efficiency and service quality.
• Identify operational gaps when implementing new products and services, develop and document the necessary processes, and coordinate with cross-functional teams for prioritization of long-term scalable solutions.
• Establish and maintain strong working relationships with internal and external stakeholders, providing necessary input to clarify priorities for bug fixes and engineering support.
• Provide mentorship and guidance to Account Operators and Coordinators, fostering a high-performance team environment.
• Able to confidently leverage database tools to understand, interpret and drive insights about your programs.
• Able to coordinate effectively with cross-functional partners.

Requirements

• Bachelor’s degree in business, operations, or a related field (or equivalent experience).
• 5+ years of experience in program management or related roles.
• Strong problem-solving skills and ability to navigate ambiguous situations.
• Excellent communication and stakeholder management skills.
• Proven ability to drive process improvements and operational efficiencies.
• Experience in handling client-facing engagements and delivering strategic insights.
• Proficiency in project management tools and methodologies.
• Ability to mentor and support junior team members.
• Proficiency in project management tools and methodologies such as , JIRA/Confluence, Asana, Excel, Wrike, Figma, Miro/Lucid.
• Comfortable with process flow diagramming.
• Technical proficiency and experience with tools such as Sublime, Utilizing Python scripts, Excel, AWS S3, CRMs, VSCode, Redash, DataDog, proficient at interpreting data & revenue models and associated forecasting, experience using BI tools.

Qualifications

• Technical Proficiency and experience with tools such as Sublime, Utilizing Python scripts, Excel, AWS S3, CRMs, VSCode, Redash, DataDog, proficient at interpreting data & revenue models and associated forecasting, experience using BI tools.

Skills

• Able to confidently leverage database tools to understand, interpret and drive insights about your programs.
• Able to coordinate effectively with cross-functional partners.

Benefits

At Uplight, we offer a comprehensive benefits package including:

• Flexible time off
• Generous parental leave
• Work flexibility
• Comprehensive benefits
• Employee Resource Groups
• Opportunities to grow your career
• A supportive team environment
• Collaborative environment
• Recognition of your contributions

Pay

$84,000 to $105,000 USD + Bonus

Schedule

Full-time

Contact

To apply, please visit uplight.com/careers. The application deadline is September 1, 2026.

EEO Statement

Uplight is an equal opportunity employer and welcomes applications from all qualified individuals. We are committed to maintaining a diverse and inclusive workplace and do not discriminate based on race (including hair texture and hairstyles), color, religion (including head coverings), age, sex, national origin, disability status (including neurodivergence), genetics, protected veteran status, sexual orientation, gender identity or expression, neurotypicality, or any other characteristic protected by federal, state or local laws.