Program Manager, Business Operations

Maleda Tech

23d•$102 - $117•Remote

About The Position

We're looking for a Program Manager to own and operate a centralized intake process for a fast-moving, cross-functional organization. This role sits at the center of how work enters and exits the function: triaging requests, setting intake standards, and ensuring only clean, well-scoped work moves downstream. This is a hands-on operator role: you will run the queue yourself, not just design it. It's a high-visibility, relationship-driven position where success depends on influence and trust-building rather than formal authority, and where a true white-glove, end-to-end approach to every request is expected.

Requirements

6-10+ years of experience in program management or business operations, including at least 2 years personally running an intake, front door, triage, or escalation queue day to day (not only designing one)
Track record of measurable improvement in an intake or triage process, with specific before-and-after results for volume, SLA performance, and turnaround time
Demonstrated ability to build alignment and drive process change without formal authority, relying on trust and credibility
Builder-level proficiency in Airtable or Jira, including hands-on experience designing and maintaining intake, triage, or workflow systems
Advanced Google Sheets skills, plus strong working proficiency in Docs and Slides, including templates and lightweight automation
Strong analytical skills with the ability to work with volume, throughput, and SLA data to surface patterns and process gaps
Proven ability to manage complex, multi-phase workstreams with competing deadlines and multiple stakeholder groups
Excellent written and verbal communication skills, with the ability to distill high-volume inputs into clear, executive-ready materials
Highly organized self-starter with a strong bias toward documentation and structured process
A true white-glove approach to service and relationship management, end to end
Bachelor's degree in a relevant field or equivalent work experience
Must be authorized to work in the U.S. without sponsorship.

Nice To Haves

Background in Trust and Safety, integrity, fraud, risk, privacy, or compliance operations (strongly preferred)
Practical experience applying AI tools to intake, triage, or workflow processes
Comfort with multi-level tracking, field logic, and reporting views within workflow tools

Responsibilities

Own and operate a single, unified intake point for all incoming requests, initiative submissions, and cross-functional asks
Drive alignment across sub-functions to consolidate fragmented intake processes into one unified system, building trust and demonstrating value along the way
Triage and qualify every inbound submission, flag duplicates and gaps, and package well-scoped submissions for hand-off to the planning function
Define and maintain intake standards, SLAs, and qualification criteria to ensure consistently clean, decision-ready submissions
Own the outbound submission process to other teams: submitting, tracking, and following through from request to resolution
Serve as the primary point of contact and relationship owner with key partner teams, maintaining those relationships over time
Track status and commitments on every outbound ask, escalate stalled requests, and maintain a clear, current view for leadership
Build and maintain reporting on intake volume, request types, turnaround time, and bottlenecks
Continuously improve the intake operating model as the organization's footprint and cross-functional surface area grows