Program Manager, PMO
About The Position
Your Career The Program Manager (IT Operations Excellence) will support initiatives aimed at improving the stability, reliability, and efficiency of GTM and Customer Experience technology platforms. This role is focused on driving programs that reduce incidents, tickets, and recurring operational issues by improving processes, visibility, and cross-team coordination. This is an execution-focused role that works closely with IT Operations, Support, Engineering, Sales Ops, and CX teams to identify problem patterns, track improvement initiatives, and ensure follow-through on operational excellence priorities.
Requirements
- 8+ years of experience in: Program management, operations, or IT delivery roles
- Strong organizational skills with the ability to: Track multiple workstreams Follow through on action items Keep teams aligned to commitments
- Comfortable working with: Incident data, dashboards, and basic reporting Cross-functional stakeholders with different priorities
- Clear communicator who can: Summarize issues simply Escalate risks appropriately Keep updates practical and action-oriented
- Local SF Bay Area candidates who can be onsite.
Nice To Haves
- Previous consulting experience preferred, particularly in: Technology transformation Operational excellence Process improvement or service management environments
- Exposure to: IT operations, support, or service management GTM, CX, or other enterprise business systems is a plus
Responsibilities
- Operational Excellence & Incident Reduction Support programs focused on: Reducing high-volume incidents and recurring tickets Improving incident response and escalation flows Strengthening root cause analysis and follow-through
- Partner with IT Ops and Engineering teams to: Track top drivers of incidents across GTM and CX systems Ensure corrective actions are captured, prioritized, and monitored
- Help establish simple, repeatable operating rhythms for: Incident trend reviews Post-incident follow-ups Preventive improvement initiatives
- Program & Execution Support Manage day-to-day execution of operational improvement initiatives, including: Workplans, milestones, dependencies, and risks Status tracking and issue escalation
- Coordinate across teams to ensure: Action items are clear, owned, and progressing Hand-offs between Support, IT, and business teams are smooth
- Prepare clear, concise updates for: Operational reviews Leadership check-ins Program working sessions
- Data, Visibility & Reporting Build and maintain basic reporting to support operational excellence, including: Incident and ticket trends Repeat issue analysis Progress against improvement actions
- Help translate data into: Clear insights for stakeholders Practical next steps for delivery teams
- Support continuous improvement by ensuring the right metrics are visible and consistently reviewed
- Stakeholder & Executive Engagement Work closely with: IT Operations and Support teams Engineering and Platform owners Sales Ops and CX Operations
- Serve as a connector between technical teams and business stakeholders, helping align on: Priorities Timelines Expectations for operational improvements
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
