Senior Program Manager – Change Management
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Job Description
Senior Program Manager driving Lean Six Sigma change management and operational improvement. Blueprint Technologies helps organizations unlock value through technology solutions.
Responsibilities:
- Serve as a Senior Program Manager driving operational excellence and continuous improvement across enterprise-level customer support delivery operations
- Lead 2–3 concurrent large-scale process improvement programs, ensuring timely delivery, measurable impact, and alignment with organizational goals
- Conduct data analysis, process mapping, and root cause analysis (RCA) to identify inefficiencies and develop solutions
- Apply Lean Six Sigma and continuous improvement methodologies to optimize customer support and delivery operations
- Develop and maintain Power BI dashboards and Azure DevOps reports to visualize performance metrics and support data-driven decision-making
- Design and implement standard operating procedures, process documentation, and training materials
- Lead change management initiatives and support teams throughout transitions
- Partner with delivery, infrastructure, and operations teams to align improvements with business objectives
- Drive measurable performance improvements and report KPIs to senior leadership and stakeholders
- Facilitate value stream mapping sessions and workshops to identify bottlenecks and prioritize opportunities
- Mentor and coach cross-functional team members on process improvement principles and best practices
Requirements:
- 10+ years of experience in project and/or program management, preferably within large-scale, complex operational environments
- 10+ years of hands-on change management experience, ideally leveraging PROSCI or equivalent methodologies
- 5+ years building and managing Azure DevOps dashboards and Power BI reports for performance and operational tracking
- Proven record of driving continuous improvement initiatives with measurable business impact
- Strong analytical and problem-solving skills; ability to translate data insights into actionable strategies
- Demonstrated ability to manage multiple programs simultaneously and deliver results in a fast-paced environment
- Excellent written and verbal communication skills with a strong ability to influence cross-functional teams and senior stakeholders
- Solid knowledge of business process design, service delivery operations, and performance optimization frameworks
- Green Belt or Black Belt certification in Lean Six Sigma required, or equivalent real-world application experience
- PMP or PMI certification preferred
- Experience leading process improvement initiatives within a customer support or service-oriented organization preferred
- Familiarity with service-level agreements (SLAs), workforce management, and operational delivery metrics preferred
- Experience training or mentoring teams in Lean Six Sigma, change management, or process improvement methodologies preferred
- Strong working knowledge of Microsoft Project, Visio, PowerPoint, and other business productivity tools preferred
- Background in operational excellence, business transformation, or performance improvement consulting preferred
Benefits:
- Medical, dental, and vision coverage
- Flexible Spending Account
- 401k program
- Competitive PTO offerings
- Parental Leave
- Opportunities for professional growth and development
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