Senior Program Manager, In-Life Services

Responsibilities

• Drive end-to-end vendor governance and operational performance management across fleet maintenance vendors, Fleet Management Companies (FMCs), and Fleet Service Suppliers (FSS)
• Define and manage operational success metrics including turnaround time (TAT), vendor-controllable VORR, repair aging, burn rate, repair quality, escalation response, and DSP experience indicators
• Lead operational deep dives and root cause analysis to identify systemic operational gaps, performance risks, and opportunities to improve maintenance and repair operations
• Partner cross-functionally with Product, Program, Operations, Finance, Central Operations, field teams, and vendor leadership teams to improve operational performance and execution consistency
• Drive corrective action plans and operational improvement initiatives across vendors, stations, and network workflows based on data-driven insights and operational trends
• Support strategic maintenance transformation initiatives including Direct Maintenance Programs (DMP), close-loop repair operations, vendor onboarding, network expansion, and inspection programs
• Develop scalable governance mechanisms, workflows, and operational processes that improve visibility, accountability, and service consistency across the maintenance ecosystem
• Partner with technology and product teams to improve operational tooling, streamline workflows, reduce operational friction, and support automation initiatives
• Manage high-severity operational escalations requiring cross-functional coordination, vendor intervention, and leadership visibility
• Maintain dashboards, reporting mechanisms, and operational analytics that provide leadership visibility into key business indicators and support data-driven decision making
• Identify critical operational characteristics, vendor performance trends, and emerging network risks to proactively improve operational readiness and scalability

Qualifications

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Bachelor's degree
• PREFERRED: 2+ years of driving process improvements experience
• PREFERRED: Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field