Program Manager - Customer Operations

Exterro Inc• US,

3d•$109,000 - $139,000•Remote

About The Position

Exterro is seeking a highly organized, results-driven Customer Operations Program Manager to lead the implementation and ongoing management of new tools or enhancements and internal process improvements. These projects span our customer-facing teams as well as other cross-functional projects. The ideal candidate has strong project management skills with a passion for knowledge sharing, continuous improvement, and driving customer success through scalable practices. This is a unique opportunity to join a growing team driving high-impact projects across the company.

Requirements

3–5 years of experience in project management, preferably within a GTM, business systems or operations environment.
Proven experience implementing or managing new software.
Excellent project management skills with experience using tools like Confluence, Monday.com, or Smartsheet.
Strong communication and facilitation skills.
Analytical mindset with experience measuring and reporting on project management KPIs.

Nice To Haves

Proven strong leadership and collaboration skills.
Familiarity with platforms such as Salesforce, billing, analytics or workflow platforms.
Experience working with global or distributed teams.
Change management experience is a plus.

Responsibilities

Plan, execute, and oversee a variety of operations and technology related projects from intake and discovery to rollout and stabilization.
Define project scope, objectives, timelines, and resource requirements.
Track project work and metrics using appropriate tools and techniques.
Ensure projects are delivered on time, within scope, and within budget.
Identify process inefficiencies and recommend improvements that scale, improve data quality, and reduce risk.
Lead redesign or clean up initiatives for existing workflows, including identifying root causes and eliminating unnecessary complexity.
Balance speed and rigor, ensuring solutions solve the right problems and aren’t overengineered.
Collaborate with cross-functional teams including Product, Engineering, Sales, Marketing and IT.
Manage competing priorities and stakeholder expectations across multiple concurrent initiatives.
Facilitate decision-making by articulating tradeoffs, risk and impacts.
Proactively identify, track and mitigate risks, issues and dependencies across projects.
Anticipate downstream impacts of tool and process changes, and coordinate appropriate change management activities.
Ensure teams are prepared for a successful adoption through clear communication, documentation and enablement.
Communicate project progress, issues, and solutions to stakeholders.
Establish lightweight governance and operating procedures that support visibility and accountability.
Monitor key performance indicators (KPIs) and report on project outcomes.