Senior Program Manager - Technical Services Operations

Everpure•Raleigh, NC

12h•$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 closely with regional leaders and cross-functional teams to align priorities, foster accountability, and ensure worldwide adoption. It will establish scalable operating mechanisms to support the global expansion of technical services.

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, QA 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.
Strong 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.
Ability to manage risks, issues, dependencies, and corrective-action registers; 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 comparable certification.

Responsibilities

Lead strategic global Technical Services programs end to end, from problem definition through delivery; define milestones, risk mitigations, and success metrics aligned with business priorities, coordinate execution, and ensure intended 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.
Align regional stakeholders and measure adoption of operational improvements.
Develop communication and change strategies, executive updates, decision frameworks, manager enablement, and training to support adoption and sustainment of operational changes.
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, customer-dissatisfaction action tracking, and coaching follow-through; turn findings into targeted actions and verify their impact.