Sr Finance Program Manager

About Our Client:The organization operates in the Internet of Things (IoT) sector, focusing on Connected Operations™ for industries reliant on physical operations such as agriculture, construction, field services, transportation, and manufacturing. These sectors represent a significant portion of the global economy and require digital transformation to enhance safety, efficiency, and sustainability. The company provides a cloud platform that generates actionable insights from IoT data to support these industries in improving their operational performance at scale. About the Opportunity:The SENIOR FINANCE PROGRAM MANAGER leads the management of complex customer escalations, particularly those related to finance, coordinating cross-functional teams to resolve high-severity issues efficiently. This role also drives programs aimed at eliminating root causes of escalations, enhancing workflows, and scaling customer-facing processes. The position contributes by improving customer experiences through structured escalation management and systemic process improvements. Responsibilities:Manage priority customer escalations end-to-end, including triage, planning, coordination, risk management, and communication with customers and executives.Act as the primary owner for complex escalations, ensuring accountability across Sales, Finance, Support, Customer Success, Product, Engineering, and other teams.Produce clear post-mortems and executive summaries, monitoring resolution progress and follow-up actions.Analyze escalation trends to identify opportunities for process, product, and workflow enhancements.Lead cross-functional initiatives to standardize escalation workflows, service-level expectations, tooling, reporting, and dashboards.Coach frontline teams on escalation prevention, de-escalation, and effective communication.Promote and embody the organization's cultural principles as the company scales. Requirements:Minimum of 4 years experience in Customer Success, Support Operations, Trust & Safety, incident management, or related fields with ownership of high-severity escalations.Proven success in leading cross-functional process-improvement programs from problem definition to adoption.Strong structured problem-solving skills, data-driven decision-making, and prioritization.Excellent program and project management skills managing multiple workstreams under tight deadlines.Superior written and verbal communication skills capable of delivering clear executive-level updates.Bachelor’s degree in Business, Operations, Engineering, or related field, or equivalent experience. Preferred qualifications:Certifications such as PMP, ITIL, Six Sigma, or similar.Experience in SaaS or complex customer-operations environments.Background in developing escalation playbooks, SLAs, operational rhythms, dashboards, and audit-ready documentation.Experience coaching customer-facing teams on conflict resolution and escalation management. Pay Range and Compensation Package:The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.