Senior Project & Program Manager

About the Opportunity

The Senior Project & Program Manager leads the coordination and execution of a portfolio of chatbot automation initiatives supporting customer and shopper programs. This role drives program momentum, aligns cross-functional teams, and manages complex workstreams to improve operational efficiency and deliver cost savings through advanced automation solutions.

Responsibilities

• Manage end-to-end planning and coordination of chatbot automation projects across customer and shopper support programs.
• Align timelines, dependencies, milestones, and stakeholders across concurrent workstreams.
• Drive program execution amid shifting priorities, evolving roadmaps, and changing business requirements.
• Maintain program tracking, status reporting, documentation, and communication rhythms.
• Collaborate with Product, Engineering, Operations, and Support teams to scope and sequence automation solutions.
• Identify gaps, risks, and blockers early and develop effective solutions to maintain program momentum.
• Coordinate cross-functional dependencies and ensure teams remain aligned on priorities and deliverables.
• Monitor program progress and communicate key updates, risks, and decisions to stakeholders.

Requirements

• Minimum of 5 years of experience in program management, technical program management, or operations program management.
• Proven experience managing multiple concurrent programs involving cross-functional stakeholders.
• Experience supporting automation, AI, chatbot, or related technology programs.
• Proficiency with project management tools such as Jira, Asana, or Monday.com.
• Ability to create structure, clarity, and momentum in ambiguous or under-resourced environments.
• Experience working in customer support technology environments preferred.
• Familiarity with customer support operations metrics preferred.
• Experience working in high-growth or fast-paced technology organizations.
• Ability to understand and engage with technical concepts without requiring deep technical expertise.
• Strong organizational, communication, problem-solving, and stakeholder management skills.

Pay

Base pay for U.S.-based candidates varies by location:

• California, New York, Connecticut, and New Jersey: $147,000–$155,000 USD annually.
• Washington: $140,000–$148,000 USD annually.

Offers vary based on experience, skills, qualifications, and location. Eligible for new-hire equity grants and annual refresh grants.

Benefits & Perks

• Medical insurance
• Dental insurance
• 401(k) plan