Senior IT Program Manager

Qualtrics•Seattle, WA

1d•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 creates structure and accountability in IT delivery while ensuring programs deliver business value and effectively manage dependencies, risks, and communications. The position leads complex, cross-functional IT programs, including customer service transformation initiatives from process redesign and platform implementation through adoption and measurable improvements in customer outcomes. It partners with business and IT stakeholders, vendors, ServiceNow platform owners, architects, and implementation partners to establish scope, success measures, milestones, releases, configuration and integration dependencies, and roadmap priorities. The role also tracks program health, surfaces and addresses issues, and facilitates steering meetings, retrospectives, and decision forums. The successful candidate communicates delivery information clearly to audiences ranging from engineers to executives, builds trust across organizational boundaries, navigates ambiguity, and maintains accountability for outcomes. The role contributes to improving program management practices through playbooks, frameworks, mentoring, and repeatable delivery models. The position follows Qualtrics’ hybrid work model: employees work in the office three days per week—Mondays, Thursdays, and one day selected by the organizational leader—and can work where they want 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 risk, 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.

Nice To Haves

Project Management Professional (PMP) or PRINCE certification.

Responsibilities

Lead complex IT programs from initiation through execution, risk management, and delivery.
Lead customer service transformation programs, from process redesign and platform implementation through adoption and measurable improvements in customer outcomes.
Evaluate business processes, anticipate requirements, and identify opportunities for improvement.
Collaborate with stakeholders to define program scope, success metrics, and delivery milestones.
Manage multiple 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, surfacing and addressing issues.
Conduct steering meetings, retrospectives, and decision forums with executive and operational stakeholders.
Manage risks, scope, dependencies, and communications across teams.
Provide clear delivery updates tailored to the audience, including executive-level reporting.
Contribute to program management practices through playbooks, frameworks, mentoring, and repeatable delivery models.