Program Operations Support

About the role

This is a 12-month remote position with quarterly in-person visits for PI planning to one of the following locations (at your own expense): Washington, DC; Baltimore, MD; Wilmington, DE; or Philadelphia, PA. The role is 80/20 to 90/10 functional/management, though it is not a management position. You will manage overall functional processes and serve as a technical escalation point.

Responsibilities

• Demonstrate deep understanding, review, and guidance of complex system architectures, including application, integration, and infrastructure layers.
• Serve as a technical escalation point for production issues, driving root cause analysis and long-term corrective actions.
• Partner with business teams to evaluate technical tradeoffs, ensuring solutions balance scalability, security, performance, and cost.
• Provide hands-on technical guidance across the SDLC, from requirements refinement through deployment and post-release support.
• Ensure solutions adhere to enterprise architecture, security, and compliance standards, proactively identifying gaps and risks.
• Translate business needs into clear technical requirements and solution approaches for engineering teams.
• Review and challenge design decisions to prevent technical debt and improve long-term system maintainability.
• Collaborate with operations and support teams to improve reliability, monitoring, and incident response processes.
• Communicate complex technical concepts clearly to non-technical stakeholders to drive informed decisions.
• Own end-to-end delivery of multi-workstream technical programs, coordinating across engineering, infrastructure, security, and business teams.
• Develop and maintain integrated program plans, including milestones, dependencies, risks, and resource needs.
• Proactively identify, manage, and mitigate program risks, especially those with technical or integration complexity.
• Drive cross-team alignment and accountability, ensuring commitments are clearly defined and met.
• Facilitate technical decision-making forums, guiding consensus while keeping delivery progress unblocked.
• Provide transparent status reporting and executive communication, highlighting risks, tradeoffs, and decisions required.
• Manage scope, timeline, and budget impacts resulting from changing technical requirements or constraints.
• Ensure program execution aligns with enterprise priorities, architectural direction, and operational readiness expectations.
• Lead post-delivery reviews to capture lessons learned and improve future technical program execution.
• Act as a bridge between strategy and execution, ensuring technical programs deliver measurable business outcomes.

Skills

Specific software knowledge and skill sets are a plus (not limited to):

• AIC Rail
• Blue Flags
• Laptop Device Management
• Laptop Software Management
• Software MDM Support
• EAM, eMD, UKG