Job details

Senior Program Manager

Overview

XperiencOps, Inc. is seeking a proactive and detail-oriented Program Manager to coordinate and manage cross-functional initiatives within the Customer Operations organization. This role focuses on planning, aligning, and delivering outcomes that support customer success, onboarding, partner initiatives, and operational readiness while serving as the counterpart to the Release Manager in the Engineering organization. The Program Manager will act as a key liaison between Customer Operations and Engineering, ensuring seamless collaboration, process alignment, and successful execution of deliverables.

Key Responsibilities

Planning and Coordination

Develop and manage a comprehensive program roadmap for Customer Operations that aligns with organizational goals, initiatives, and timelines.
Partner with Customer Success, Onboarding, Support, and DevRel teams to identify and prioritize initiatives tied to customer outcomes.
Facilitate cross-functional planning to align timelines, dependencies, and objectives with the Engineering team’s release schedule and customer deadlines and expectations.
Ensure readiness of Customer Operations for new releases, including documentation, training, and process updates.

Cross-Functional Collaboration

Act as the primary liaison between Customer Operations and the Engineering Release Manager to ensure clear communication of priorities, dependencies, and risks.
Represent Customer Operations in engineering planning meetings, communicating customer and operational needs effectively.

Execution and Accountability

Drive the delivery of programs and initiatives within Customer Operations, holding functional leaders accountable for on-time delivery and execution
Monitor team commitments and progress, holding teams accountable for deliverables and deadlines while fostering a culture of trust and transparency.
Lead and facilitate readiness reviews, post-mortems, and retrospective meetings to identify areas of improvement and ensure operational excellence.
Track and report on program performance metrics and outcomes, providing actionable insights to stakeholders.

Process Improvement

Continuously evaluate and optimize program management processes to improve efficiency and alignment with organizational goals.
Implement tools and practices for improved cross-functional collaboration, communication, and reporting.
Foster a culture of continuous improvement, ensuring that lessons learned from previous programs are applied to future initiatives.

Change Management

Lead change management efforts to ensure smooth adoption of new processes, tools, and updates across Customer Operations.
Ensure alignment with engineering change management practices to mitigate risks and address operational impacts.

Minimum 8 years of experience as a Program Manager, Scrum Master, or similar role, preferably in enterprise SaaS or PaaS environments.
Certifications: Certified Scrum Master (CSM), Project Management Professional (PMP), or equivalent program management certifications.
Proven ability to coordinate and align cross-functional teams in complex, dynamic organizations.
Experience working closely with Customer Success, Support, or Operations teams in SaaS organizations.
Experience with engineering workflows, Agile methodologies, and the software development lifecycle.

Skills

Leadership: Demonstrated ability to drive alignment, manage timelines, and hold teams accountable in a fast-paced environment.
Communication: Exceptional facilitation and interpersonal skills, with a proven ability to align diverse teams and communicate effectively across all levels of the organization.
Problem Solving: Strong analytical and critical thinking skills to identify risks, dependencies, and opportunities for improvement.
Tool Proficiency: Expert level with JIRA, Confluence, and similar project management tools for tracking workflows and reporting progress.

What You Should Know About Senior Program Manager, XperiencOps Inc

XperiencOps, Inc. is excited to announce an opening for a Senior Program Manager who will take charge of coordinating and managing cross-functional initiatives within our Customer Operations team. In this pivotal role, you'll focus on planning, aligning, and delivering outcomes that drive customer success, enhance onboarding experiences, and support essential partner initiatives. As the bridge between Customer Operations and our Engineering department, you'll ensure a smooth collaboration and alignment of processes, setting the stage for successful project execution. Picture yourself developing a comprehensive program roadmap that aligns with our organizational strategies, while partnering directly with teams like Customer Success, Support, and DevRel. You're not just managing timelines – you're fostering a culture of accountability and transparency. By facilitating meetings, tracking performance metrics, and leading readiness reviews, your contributions will have a tangible impact on our operations. We value that you come with a strong background, ideally with at least 8 years of experience in roles like Program Manager or Scrum Master, particularly within SaaS or PaaS environments. If you're passionate about driving process improvements, managing change, and leading cross-functional teams, this is the place for you. Join us and help shape the future of XperiencOps, all while enjoying a dynamic work environment where your skills can truly shine!

Frequently Asked Questions (FAQs) for Senior Program Manager Role at XperiencOps Inc

What responsibilities does the Senior Program Manager have at XperiencOps, Inc.?

The Senior Program Manager at XperiencOps, Inc. is responsible for a multitude of key functions including developing a comprehensive program roadmap, facilitating cross-functional planning, and ensuring effective collaboration between the Customer Operations and Engineering teams. This role entails driving the delivery of initiatives, holding teams accountable, and leading process improvement efforts to enhance operational efficiency.