Program Manager, Client Services
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Job Description
Program Manager leading complex cross-functional programs in Client Services. Translating business priorities into structured initiatives and driving adoption within the organization.
Responsibilities:
- The Program Manager leads complex cross-functional programs in support of assigned Client Services teams
- Translate business priorities into structured initiative, scalable playbooks, governance mechanisms, communications, adoption activities, and measurable outcomes
- Partner with business leaders and cross-functional stakeholders to improve execution consistency, operational visibility, process quality, and adoption
- Maintain visibility into progress, next steps, and accountability to support timely execution
- Prepare leadership updates, program summaries, and decision-support materials
- Recommend process improvements to increase consistency, efficiency, and execution quality
- Manage the intake, review, editing, quality assurance, versioning, and maintenance of playbooks, templates, and operating guidance
- Track initiatives through the full lifecycle from intake through evaluation, approval, execution, rollout, and measurement
Requirements:
- Bachelor’s degree in Business, Operations, Communications, Organizational Development, or a related field, or equivalent practical experience
- 10+ years of progressive experience in program management, business operations, customer success operations, enablement operations, transformation, process improvement, or a related post-sales SaaS function
- Experience leading complex cross-functional programs, operating model initiatives, or process improvement efforts
- Experience translating business priorities into structured plans, governance mechanisms, communications, and measurable outcomes
- Experience developing or managing playbooks, process documentation, operating guidance, or enablement materials
- Experience influencing stakeholders and driving alignment across multiple functions, priorities, timelines, and dependencies
- Experience using data, feedback, and operational insights to support recommendations, prioritization, adoption, and continuous improvement
- Experience working in or supporting Customer Success, Customer Operations, Professional Services, Support, Revenue Operations, Enablement, or related client-facing operational environments
Benefits:
- Flexible work arrangements
- Professional development opportunities
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