Sr. Manager, Portfolio/Program Operations

About the role

Build and operate the systems that make the CIO Office's demand governance model run in practice. This role owns the Jira / Confluence / BI tooling layer end to end — configuring workflows, forms, and dashboards so that intake, prioritization decisions, and status reporting are automated and traceable, rather than manually reassembled each week. This is an execution and systems-configuration role: the Portfolio Management Lead sets the governance rules and prioritization decisions; this role encodes them into the tooling and keeps the data flowing without decision authority over what gets prioritized.

Responsibilities

• Demand Intake System
  • Connect the current intake process (portal and/or form) into a structured Jira Service Management (or equivalent) form, in Confluence, and maintain it as intake fields evolve.
  • Ensure every intake ticket enforces required governance fields (e.g., product ID linkage, no-orphan rule) before it can progress.
  • Attach and track Monthly Forum outcomes (Approved / Deferred / Rejected) directly to the corresponding Jira ticket.
  • Establish a practical product-governance process for configuration changes, testing, approvals, releases, exceptions, documentation, and ongoing support.
  • Partner with senior leaders and functional owners to define minimum enterprise standards while allowing justified local flexibility where business, technical, security, or regulatory needs require it.
• Workflow & Tooling Ownership
  • Own configuration of Jira boards, workflow states, and Confluence knowledge base structure supporting the 8-stage demand workflow.
  • Design scalable Jira, Jira Service Management, and Confluence architectures that support demand intake, business-as-usual work, programs, projects, products, platforms, delivery execution, operations, governance, and reporting.
  • Administer the ID governance scheme as system-enforced fields, not manual entry.
  • Maintain the sync layer between the portal, Google Sheets backend, and hosting infrastructure; troubleshoot data integrity issues.
  • Act as sprint/program operations support for cross-project scheduling dependencies (e.g., correlated HW-system product schedules).
  • Configure company-managed Jira projects, work types, workflows, screens, custom fields, field configurations, statuses, resolutions, roles, permissions, notifications, issue security, components, versions, and related schemes within delegated authority.
  • Partner with Atlassian administrators on shared configurations, licensing, security, integration constraints, technical risks, and protected site-level changes; own approved functional design and implementation.
  • Maintain architecture diagrams, field dictionaries, workflow documentation, configuration records, release notes, data lineage, and support documentation.
• Process Design & Data Governance
  • Design and continuously improve end-to-end work-management processes, including request submission, triage, qualification, prioritization, project initiation, planning, execution, status reporting, risk and dependency management, decision tracking, change control, closure, and post-launch follow-up.
  • Establish common definitions, naming conventions, record relationships, ownership standards, required data, update expectations, and reporting rules across teams.
  • Define and maintain data-quality controls, validation rules, reporting-confidence indicators, source-system relationships, audit trails, and exception-management practices.
• Reporting Automation
  • Build and maintain BI dashboards/report views that generate Weekly and Monthly reports as filtered slices of a single master dataset, per audience (Executive / Portfolio-Roadmap / Risk-Dependency).
  • Ensure the two monthly report formats (PPTX and Word) stay aligned because they draw from the same underlying data, not parallel manual builds.
• Governance Support
  • Partner with the Portfolio Management Lead to translate new or changed governance rules into system changes.
  • Train BAs, PMs, and BU stakeholders on using the intake and tracking tools correctly.
  • Flag data quality or process breakdowns (e.g., missing product links, stale tickets) back to the Portfolio Management Lead.

Required Qualifications

• Bachelor’s or master’s degree in computer science, information systems, business, social science, engineering or related fields.
• 5+ years of experience administering Jira, Jira Service Management, and Confluence in an enterprise setting, including workflow, form, and permissions configuration.
• Experience building reporting/BI views (e.g., Jira dashboards, Power BI, Tableau, or similar) from operational or project data.
• Competency using AI tools to improve productivity, knowledge discovery, workflow automation, analysis, and user support, including practical experience with Atlassian Rovo or comparable enterprise AI capabilities.
• Comfort working with structured data — spreadsheets, APIs, or scripting — to keep multiple systems in sync.
• Strong process discipline and attention to detail; able to translate governance rules into system logic accurately.
• Clear communicator able to train non-technical stakeholders on new tools.

Preferred Qualifications

• Scrum Master or Product Operations experience.
• Prior experience standing up a demand intake or PMO tool from a manual/email-based process.
• Familiarity with enterprise IT portfolio structures (projects vs. programs vs. products).
• Experience with Google Sheets/Apps Script or similar low-code sync layers.
• Exposure to multi-entity, matrixed organizations.

Compensation

In accordance with applicable pay transparency laws, the anticipated annual base salary for this position is:

• Zone 1 (Bay Area, NYC): $164,400 – $205,400
• Zone 2 (CA, NJ, NY): $150,700 – $188,300
• Zone 3 (All others): $137,000 – $171,200

The applicable salary range is based on the employee’s primary work location. Individual compensation will be determined based on qualifications, relevant experience, education, skills, internal equity, and other business-related factors.