Performance Center - Program Lead

Fastly•San Francisco, NY

6d•Hybrid

About The Position

Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s prominent companies, including GitHub, Yelp, Paramount, and JetBlue. We're building a more trustworthy Internet. Come join us. We’re seeking a strategic and operationally-focused leader who thrives in a fast-paced, high-scale environment and is passionate about execution, accountability, and cross-functional alignment. Reporting to the Head of Performance Center Operations, you’ll serve as the architect of the operational rhythm within the Performance Center. The Fastly Performance Center is the strategic and operational engine that ensures the highest level of performance for the most demanding workloads on the Internet. We proactively safeguard quality of service at global scale, drive technical and product strategies that shape our platform’s evolution, and directly influence revenue outcomes by ensuring our customers succeed. Partnering cross-functionally across Engineering, Infrastructure, Product, Revenue, and Finance teams, you will build the frameworks and governance that drive scale, availability, and strategic momentum. Your work will help ensure Fastly remains the most performant, trusted, and customer aligned partner in the industry. The scope of this role will evolve with the needs of the business and the maturity of the program. Additional responsibilities may be assigned based on individual expertise and strategic priorities from the Office of the Founder & CTO.

Requirements

At least 8 years of progressive experience in Operational Leadership, Program Management, or Engineering Management, specifically leading complex, large-scale efforts in high-volume internet traffic or cloud infrastructure environments.
A reputation for exceptional operational rigor and a strong action bias, with a proven ability to drive cross-functional initiatives to completion rather than just tracking progress.
Demonstrated executive presence and the ability to partner with and influence C-suite stakeholders by translating deep technical findings into business-ready insights.
Strategic fluency in the "Big Picture" with the ability to articulate how technical performance impacts financial margins and customer success.
Exceptional diplomacy and relationship-building skills, with a proven ability to navigate competing priorities across Finance, Product, and Engineering to achieve a shared goal.
An analytical mindset with a drive toward providing measurable data that enables informed prioritization and strategic decision-making.
Strong communication skills with a background in working across engineering, infrastructure, and account teams to translate technical findings to non-technical stakeholders.
Proven ability to maintain operational momentum in complex, fast-moving environments while coordinating work across multiple technical workstreams.

Nice To Haves

Background in Content Delivery Networks (CDN), Streaming Media, Security, or other high-volume internet traffic environments.
Familiarity with SRE methodologies, specifically the practical application of SLIs/SLOs.
Experience with large-scale data platforms such as BigQuery or specialized Business Intelligence tools.

Responsibilities

Build and refine the operational framework for the Performance Center to drive accountability across high-stakes initiatives and ensure commitments to partners are met at Fastly-scale.
Drive the operational cadence of the department by owning the scheduling, agenda setting, and facilitation of daily standups, weekly syncs, and seasonal readiness reviews.
Define and track the strategic operational metrics that define our success, including revenue protection, churn reduction, onboarding velocity, and resource intensity to ensure the team is scaling efficiently.
Act as the primary "closer" for all open action items, relentlessly chasing down loose ends across teams to ensure incident follow-ups and project milestones reach 100% resolution.
Serve as a strategic facilitator for resolution by partnering with teams to navigate dependencies, surface potential blockers early, and ensure lessons learned are transformed into proactive improvements.
Instill consistency in operational methodologies by maintaining the discipline of documentation and tracking tools to ensure full organizational transparency.
Synthesize complex technical telemetry into high-level narratives for executive leadership, contextualizing account health within the broader business strategy.