Senior Associate, Program Manager

About the role

Own the operational backbone of our Integrations organization. Build scalable processes that improve pipeline flow and visibility, scale how we support customers and partners, maintain API health and hygiene, and stay engaged with our most strategic accounts. Partner across Marketing, Product, Engineering, and Analytics, and own a portfolio of programs that directly gate engineering investment and drive integration revenue.

What You'll Do

• Own a stack-ranked portfolio of integration programs end to end, prioritizing deliberately when capacity is constrained and reporting status on a weekly, biweekly, monthly, and quarterly cadence.
• Continuously refine our customer onboarding process by identifying areas of opportunity and redundancies, building scalable mechanisms, and evaluating the right tooling and technology to replace manual operations.
• Define the strategy and KPIs for long-term, scalable customer and partner support.
• Partner with Data and Analytics to build visibility into first-party customer API usage and automate reporting.
• Design and scale a customer-facing educational program to reduce inbound contacts, including various material, SOPs, videos, and webinars.
• Work with Engineering to stand up API failure monitoring and a defined triage and response process.
• Serve as the white-glove liaison to strategic partners, maintaining regular check-ins and building feedback loops to help define product roadmap and direction.
• Continuously look for opportunities to automate, eliminate redundancy, and lean out processes across the organization.

What You'll Bring

• 5+ years of program or project management experience, ideally in a technical, integrations, API, or platform environment.
• 3+ years of experience managing and supporting direct customer relationships, both technical and non-technical.
• A track record of building scalable processes and single sources of truth from a place of ambiguity.
• Strong stakeholder management across Product, Engineering, Marketing, and Analytics, with the ability to influence senior and executive leadership.
• Comfort in defining and operating decision rubrics, SLAs, and quantified success metrics, and holding programs accountable to them.
• Fluency with project-management and ticketing tools (e.g., Jira, Airtable, Trello, Zendesk) and a bias toward automation and AI.
• A hands-on, results-oriented operator who thrives in a fast-paced, high-growth environment.

Pay

• Base pay range: $101,000 - $161,640
• Annual performance bonus
• Long term incentive (equity/stock)

Benefits

• 401(k) with employer match
• Medical, dental, and vision insurance
• PTO, company holidays, and parental leave
• Paid Time Off/Paid Sick Leave: accrue 15 days of paid time off during first year (4.62 hours for every 80 hours worked) and increased accruals after five years of service
• Paid training and certifications
• Legal assistance and identity protection
• Pet insurance
• Employee assistance program (EAP)