Program Manager, Mobile Applications - Remote

Circular Materials

3d•Remote

About The Position

The Manager, Mobile Applications is responsible for the end-to-end oversight of the organization’s mobile app ecosystem; spanning strategy, planning, delivery, vendor management, user experience, risk management, and ongoing operational performance. This role ensures the app consistently meets resident, community/municipality, and stakeholder needs while aligning with organizational goals, regulatory requirements, and industry best practices. Success comes from being highly organized, cross-functional, and technically fluent, with a strong ability to translate business requirements into successful digital experiences.

Requirements

Bachelor’s degree in Business Administration, Operational Management
6–8+ years of program, project in digital, technology, or mobile environments.
Direct experience managing or supporting a mobile app (resident‑facing, consumer-facing, or multi-stakeholder).
Experience working with cross-functional teams (Product, Engineering, Marketing, Operations, Customer Care).
Experience with third-party vendors, developers, or platform partners.
Demonstrated ability to manage complex data inputs
Strong background in intake management and prioritization frameworks (Kanban, Agile, RICE, MoSCoW).
Strong Leadership Skills: Proven ability to lead, motivate, and develop a team.
Strong understanding of mobile app architecture, APIs/integrations, data flows, and release cycles.
Ability to translate technical documentation and requirements for both technical and non‑technical audiences.
Strong program leadership, including planning, prioritization, risk management, and cross‑functional coordination.
Experience with change management, stakeholder communication, and release readiness planning.
Strong analytical and problem‑solving skills, including root‑cause analysis and KPI interpretation.
Excellent communication and relationship‑building skills across internal teams, municipalities, vendors, and service providers.
Advanced analytical abilities with proficiency in Excel, CRM reporting tools, and performance measurement.

Nice To Haves

Geographic Information Systems an asset
PMP certification an asset
Change Management certification an asset
Familiarity with GIS tools (e.g., ArcGIS, QGIS), spatial datasets, and structured operational data (routes, schedules, addresses) an asset but not a requirement.

Responsibilities

Operate an intake process to manage changes to zones, mapping, new addresses and any other change related activities.
Triage and prioritize using a transparent rubric on onboarding approach and communication prioritization based on regulatory requirements.
Maintain the business backlog and work with technical or product teams to prioritize.
Establish a service‑level framework (SLAs/OLAs) for intake requests to ensure timely review, decisioning, and execution.
Coordinate dependency mapping across Operations, Marketing, and Product teams to ensure sequencing of changes does not create downstream conflicts.
Ensure all intake items are properly documented with acceptance criteria, data requirements, and expected user impact.
Plan hyper-care for larger releases and seasonal changes (e.g., holiday schedules).
Keep SOPs current (missed pickup flows, contamination incidents, exceptions).
Develop and manage the release calendar in partnership with Product and Operations, ensuring synchronized communication across all touchpoints.
Coordinate cross‑functional readiness checks prior to each release (technical, operational, marketing, customer care).
Monitor change‑related KPIs (e.g., adoption, churn, call impacts, issue frequency) and lead post‑release retrospectives.
Govern accepted materials lists, zone/route names, collection schedules, and push notification approach.
Establish a version‑controlled content governance process to prevent outdated or inconsistent information.
Conduct regular accuracy audits across all app content, including seasonal or municipality‑specific variations.
Partner with Marketing to ensure content tone, readability levels, and accessibility guidelines are consistently applied.
Serve as primary business owner for the mobile app platform, ensuring alignment with product roadmap, operational needs, and resident experience requirements.
Manage relationships with platform vendors, developers, GIS partners, and integration providers; monitor performance, SLAs, and contract compliance.
Review and approve technical designs, data flows, and integration changes to ensure accuracy, security, and maintainability.
Coordinate incident triage with vendors, including reproduction steps, priority classification, and business impact assessment.
Maintain a deep understanding of how backend systems (HHBD, GIS, CRM, customer portals) integrate into the app ecosystem.
Identify and mitigate risks related to data accuracy, service provider inputs, user confusion, or operational dependencies.
Ensure compliance with municipal/regional regulatory requirements for materials lists, collection schedules, or contamination guidance.
Support privacy reviews, data handling protocols, and secure release practices in collaboration with IT and legal teams.
Maintain business continuity plans for outages, data issues, or disruptions from service providers.
Develop and maintain a multi‑year roadmap for the app, incorporating organizational strategy, technology evolution, resident needs, and regulatory changes.
Identify opportunities for new features, automation, or integrations (e.g., real‑time GPS tracking, personalization, AI search).
Facilitate cross‑functional planning sessions to align on priorities, capacity, and upcoming operational changes from municipalities or service providers.