Program Project Manager

SPS-North America•New York, NY

1d•$100,000 - $110,000

About The Position

The Program Project Manager is a strategic operations leader responsible for driving a portfolio of cross-functional programs within a large legal services environment. This role combines program management, operational leadership, and business management to deliver initiatives that improve service quality, operational efficiency, and client outcomes. Key areas of focus include: Quality Assurance, Continuous Improvement, SOP Governance, KPI & Reporting Frameworks, Client Office Move Management, Financial Management, and Operational Excellence Programs. The Program Project Manager is responsible for designing, implementing, and scaling programs that create consistent, repeatable processes across multiple locations. This role oversees program governance, financial performance, stakeholder engagement, risk management, and execution in a matrixed environment. This position also serves as a development path toward Client Manager and National Operations leadership roles, providing exposure to multi-site operations, client management, workforce planning, and financial management.

Requirements

Bachelor's degree.
7–10 years of progressive experience in operations leadership, program management, or service delivery.
Experience leading cross-functional programs and operational initiatives.
Experience supporting multi-site operations and client-facing environments.
Strong background in performance management, KPI reporting, and process improvement.
Experience managing budgets, forecasts, and financial performance.
Excellent leadership, communication, stakeholder management, and problem-solving skills.

Nice To Haves

Advanced degree.
Experience within legal services, legal records management, or professional services environments.
PMP, CAPM, Lean Six Sigma, or similar project management/process improvement certification.

Responsibilities

Lead a portfolio of strategic operational programs from planning through execution and ongoing support.
Develop scalable frameworks, processes, and operating models that improve consistency and service delivery.
Drive initiatives related to SOP governance, quality assurance, KPI reporting, and continuous improvement.
Ensure operational standards, SLAs, and KPIs are consistently executed across multiple locations.
Manage multiple projects and workstreams while maintaining quality and timeline commitments.
Establish governance structures, success metrics, reporting processes, and risk controls.
Provide executive-level reporting and insights to support business decisions.
Identify, manage, and mitigate program risks and dependencies.
Ensure compliance with SPS policies, governance standards, and escalation protocols.
Manage program budgets, forecasting, and financial performance.
Ensure compliance with Statements of Work (SOWs) and financial governance requirements.
Support operational profitability, cost optimization, and resource planning initiatives.
Contribute to decisions regarding staffing models, service delivery, and operational efficiency.
Partner with Client Managers to support client relationships and service excellence.
Participate in business reviews, service improvement initiatives, and issue resolution.
Align cross-functional teams to achieve operational and client objectives.
Ensure contractual commitments, SLAs, and performance expectations are met.
Coach and develop team members and emerging leaders.
Support workforce planning, staffing strategies, and succession planning efforts.
Partner with HR and operations leaders on talent acquisition and employee development.
Promote employee engagement, retention, and performance improvement initiatives.
Support vendor relationships and ensure adherence to service expectations and contractual requirements.
Coordinate special projects and operational initiatives involving internal and external stakeholders.
Drive process improvement initiatives using operational data and customer feedback.
Identify opportunities to improve efficiency, service quality, and client satisfaction.
Support business development efforts through operational planning, solution design, and proposal input.