Senior Program Manager (Change Management)

Blueprint Technologies, LLC•Redmond, WA

43d•$140,000 - $150,000•Remote

About The Position

In this role, you will serve as a Senior Program Manager driving operational excellence and continuous improvement across enterprise-level customer support delivery operations. You will lead multiple large-scale programs focused on process efficiency, performance measurement, and change adoption. The ideal candidate will bring deep expertise in Lean Six Sigma methodologies, change management, and data-driven decision-making to streamline workflows, enhance cross-functional alignment, and deliver measurable business outcomes.

Requirements

10+ years of experience in project and/or program management, preferably within large-scale, complex operational environments.
10+ years of hands-on change management experience, ideally leveraging PROSCI or equivalent methodologies.
5+ years building and managing Azure DevOps dashboards and Power BI reports for performance and operational tracking.
Proven record of driving continuous improvement initiatives with measurable business impact.
Strong analytical and problem-solving skills; ability to translate data insights into actionable strategies.
Demonstrated ability to manage multiple programs simultaneously and deliver results in a fast-paced environment.
Excellent written and verbal communication skills with a strong ability to influence cross-functional teams and senior stakeholders.
Solid knowledge of business process design, service delivery operations, and performance optimization frameworks.
Green Belt or Black Belt certification in Lean Six Sigma required (or equivalent real-world application experience).

Nice To Haves

PMP or PMI certification.
Experience leading process improvement initiatives within a customer support or service-oriented organization.
Familiarity with service-level agreements (SLAs), workforce management, and operational delivery metrics.
Experience training or mentoring teams in Lean Six Sigma, change management, or process improvement methodologies.
Strong working knowledge of Microsoft Project, Visio, PowerPoint, and other business productivity tools.
Background in operational excellence, business transformation, or performance improvement consulting.

Responsibilities

Lead 2-3 concurrent large-scale process improvement programs, ensuring timely delivery, measurable impact, and alignment with organizational goals.
Conduct data analysis, process mapping, and root cause analysis (RCA) to identify inefficiencies and develop solutions that enhance operational performance.
Apply Lean Six Sigma and continuous improvement methodologies to optimize customer support and delivery operations.
Develop and maintain Power BI dashboards and Azure DevOps reports to visualize performance metrics and support data-driven decision-making.
Design and implement standard operating procedures (SOPs), process documentation, and training materials to ensure long-term adoption and standardization.
Lead change management initiatives, ensuring teams are engaged, prepared, and supported throughout transitions.
Partner with delivery, infrastructure, and operations teams to align process improvements with broader business objectives.
Drive measurable performance improvements and report on KPIs to senior leadership and stakeholders.
Facilitate value stream mapping (VSM) sessions and other workshops to identify bottlenecks and prioritize high-impact opportunities.
Mentor and coach cross-functional team members on process improvement principles and best practices.