Senior IT Program Manager

Qualtrics•Seattle, WA

1d•$145,500 - $176,500•Hybrid

About The Position

Qualtrics is seeking an experienced Senior IT Program Manager to drive programs that align business priorities with technology strategy. The role is responsible for delivering business value while managing dependencies, risks, and communications across teams, and for creating structure and accountability in IT delivery. The role leads complex, cross-functional IT programs from initiation through execution and delivery, including customer service transformation initiatives. It partners with business and technology stakeholders, ServiceNow platform owners, architects, implementation partners, and external vendors to define scope, success metrics, milestones, releases, and roadmaps. The Senior IT Program Manager monitors program health, resolves issues, facilitates executive and operational decision-making, and communicates outcomes to stakeholders. The role contributes to enterprise program governance and the development of repeatable delivery frameworks, playbooks, and practices. The position follows Qualtrics’ hybrid work model: employees work in the office three days each week—Mondays, Thursdays, and one day selected by their organizational leader—and may work from anywhere for the rest of the week.

Requirements

At least 5 years of experience leading IT programs with multiple workstreams, external vendors, and executive-level reporting, ideally in a complex enterprise environment.
Proven success delivering programs with cross-functional teams, external vendors, and multiple stakeholders.
Experience leading customer service or support transformation initiatives, such as support operations redesign, case management modernization, self-service or knowledge enablement, or service-level improvements.
Hands-on experience delivering programs on the ServiceNow platform, such as CSM, ITSM, or related modules.
Strong command of program and project management tools and methodologies, including Agile, Waterfall, Jira, or Smartsheet.
Experience managing risks, scope, and dependencies across teams with competing priorities.
Exceptional communication and stakeholder engagement skills, including executive-level reporting.
Ability to lead without authority, influence outcomes, and foster collaboration across organizational boundaries.
Bachelor’s degree in Business, Technology, or a related field.
Project Management Professional or PRINCE certification.

Responsibilities

Lead complex IT programs from initiation through execution, risk management, and delivery.
Evaluate business processes, anticipate requirements, and identify opportunities for improvement.
Lead customer service transformation programs, including process redesign, platform implementation, adoption, and measurable improvements in customer outcomes.
Collaborate with stakeholders to define program scope, success metrics, and delivery milestones.
Manage project teams across business units, IT, and vendors, aligning timelines and outcomes.
Partner with ServiceNow platform owners, architects, and implementation partners to plan releases, manage configuration and integration dependencies, and prioritize the roadmap.
Track program health using appropriate tools and metrics, and surface and address issues.
Conduct steering meetings, retrospectives, and decision forums with executive and operational stakeholders.
Manage risks, scope, dependencies, and communications across teams.
Contribute to program management playbooks, frameworks, mentoring, and repeatable delivery models for transformation initiatives.