Senior Strategic Program Manager

Rithum

2h•$145,000 - $195,000•Remote

About The Position

As a Senior Strategic Program Manager at Rithum, you are responsible for advancing strategic initiatives and operational transformation efforts that improve how the organization supports clients across the full customer lifecycle. You drive cross-functional programs focused on service scalability, operational excellence, AI-enabled process improvement, and client experience optimization. This role partners closely with Client Success, Product, Services, Engineering, Commercial, Finance, and Operations leaders to solve complex business challenges, influence strategic priorities, and implement scalable operational frameworks that support long-term growth and organizational effectiveness.

Requirements

8+ years of experience in client success, services, operations, business transformation, program management, consulting, or related roles within SaaS, e-commerce, marketplace, or technology environments.
Demonstrated experience leading complex cross-functional initiatives and driving operational or strategic transformation efforts.
Strong experience designing scalable operating models, service frameworks, client engagement strategies, or operational support structures.
Proven ability to solve ambiguous business problems using structured thinking, analytics, research, and data-driven decision-making.
Strong executive communication, stakeholder management, and cross-functional influence skills.
Experience driving alignment and execution across global, matrixed, and fast-paced organizations.
Strong analytical and operational problem-solving capabilities with experience leveraging metrics and reporting to inform business decisions.
Experience leveraging AI tools, workflow automation, or emerging technologies to improve operational efficiency and client outcomes.

Nice To Haves

Experience with Rithum marketplace, brands and retailer solutions.
Experience in Client Success Operations, Services Strategy, Business Operations, or Transformation functions within a SaaS or commerce technology organization.
Experience supporting enterprise client organizations or complex service delivery environments.
Familiarity with Salesforce, Jira, Gainsight, or other operational and workflow management platforms.
Experience implementing AI-enabled operational workflows, predictive analytics, or automation initiatives.
Experience working across multiple regions, business units, or global stakeholder groups.
Bachelor’s degree or equivalent practical experience; MBA preferred.

Responsibilities

Lead strategic programs and transformation initiatives that improve the client operating model across onboarding, retention, growth, escalation management, and service scalability.
Design scalable operating models, service frameworks, segmentation strategies, and operational processes that improve client outcomes and business efficiency.
Structure ambiguous business challenges, conduct analysis, and translate findings into actionable recommendations and execution plans.
Identify operational gaps, process inefficiencies, and scaling challenges, and drive solutions that improve consistency and scalability.
Support enterprise priorities through operational transformation initiatives aligned to long-term business goals.
Lead complex cross-functional initiatives from concept through execution, driving alignment, accountability, and measurable outcomes.
Partner with Client Success, Product, Services, Engineering, Commercial, Finance, and Operations teams to support strategic initiatives and operational improvements.
Influence decision-making across technical, commercial, and operational teams through data-driven insights and recommendations.
Guide stakeholders through organizational change, including new processes, operating models, and workflow adoption.
Manage initiative timelines, deliverables, dependencies, risks, and communications across global teams.
Build and manage reporting frameworks and dashboards focused on client health, service quality, operational effectiveness, and business performance.
Analyze operational and client data to identify trends, risks, opportunities, and improvement areas that inform strategic decisions.
Develop executive-ready presentations, business reviews, status updates, and strategic insight materials.
Establish scalable reporting processes, operational standards, and governance practices that improve visibility and execution consistency.
Measure initiative outcomes and operational performance to support continuous improvement.
Champion AI adoption and workflow automation to improve decision-making, reduce manual effort, and enhance the client experience.
Identify opportunities to leverage AI, automation, and emerging technologies to improve operational scalability and organizational effectiveness.
Partner across teams to implement AI-enabled workflows, reporting enhancements, and operational tooling improvements.
Promote AI-first and data-driven ways of working that improve productivity, consistency, and business impact.

Benefits

Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1
A 6% 401(k) match
Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days
12 weeks primary caregiver leave & 4 weeks secondary caregiver leave
Accident, critical illness, and hospital indemnity insurance
Pet insurance
Legal assistance and identity theft insurance plans
Life insurance 2x salary
Access to the Calm app and the Employee Assistance Program
$65/month Remote work stipend for internet
Culture and team-building activities
Tuition assistance
Career development opportunities
Charitable contribution match up to $250 per year