Senior Program Manager - Technical Services Operations

Pure Storage•Raleigh, UT

3d•$107,000 - $183,000•Onsite

About The Position

The Senior Program Manager for Technical Services Global Operations will lead complex, enterprise-level programs that transform global Technical Services operations and deliver a consistent, high-quality customer experience at scale. The role translates operational signals and business priorities into global standards, governance frameworks, and measurable outcomes. Working with regional leaders and cross-functional teams, the manager aligns priorities, fosters accountability, and drives adoption of operational changes worldwide. The role establishes scalable operating mechanisms to support the growth of global technical services. The position is expected to work primarily in-office at Everpure’s Lehi or North Carolina office, in accordance with company policies, except during PTO, work travel, or other approved leave. The annual base salary range is $107,000–$183,000 USD; the role may also be eligible for incentive pay and/or equity.

Requirements

At least 8 years of experience in program management, technical or service operations, business operations, process excellence, or a related field.
Bachelor’s degree in business, operations, engineering, information systems, or a related discipline, or equivalent relevant experience.
Proven ability to independently lead complex cross-functional programs from problem definition through implementation, adoption, and measurable outcomes.
Skill in defining program scope, milestones, governance, resources, dependencies, risks, decisions, and success measures.
Ability to translate operational data, customer signals, quality findings, case-audit results, quality assurance rubrics, post-mortems, feedback, and launch reviews into practical standards, policies, tooling, and behavior changes.
Experience measuring adoption and verifying sustained impact.
Experience developing executive communications and change strategies; enabling managers; coordinating training and feedback mechanisms; assessing readiness; tracking adoption; and adjusting plans based on results.
Strategic judgment, executive presence, communication, and facilitation skills, with the ability to influence senior leaders and align regional and cross-functional teams without direct authority in ambiguous, fast-paced environments.
Strong discipline managing risks, issues, dependencies, and corrective-action registers; ability to assign owners and due dates, track evidence and aging, remove blockers, escalate risks, and drive accountable closure.
Experience in enterprise technology, technical support, customer support, or global services.

Nice To Haves

Familiarity with case-management, workflow, knowledge, or AI-enabled support tools; AI transformation; release readiness; serviceability; portfolio/VSEM management; or structured change practices.
PMP, Prosci, Lean/Six Sigma, or a comparable certification.

Responsibilities

Lead strategic global Technical Services programs from problem definition through delivery, defining milestones, risk mitigations, and success metrics aligned with business priorities.
Coordinate execution across teams and ensure intended program outcomes are achieved.
Define, maintain, and govern global case-handling standards, severity definitions, entitlement rules, and operational policies.
Analyze quality findings, post-mortems, customer satisfaction and dissatisfaction signals, and performance metrics to identify systemic gaps and implement process, tooling, or behavioral improvements.
Identify operational gaps, align regional stakeholders, and measure adoption of improvements.
Develop communications and change strategies for operational changes, including executive updates, decision frameworks, manager enablement, and training.
Own the global register of Technical Services commitments arising from post-mortems and operational reviews; assign owners and due dates, track evidence and aging, remove blockers, escalate risks, and report status.
Partner with incident and root-cause-analysis owners without taking over their work.
Improve case-audit compliance, quality assurance rubrics and calibration, dissatisfied-customer action tracking, and coaching follow-through; turn findings into targeted actions and verify impact.