Senior Program Manager

**About this role**:
Do you thrive in a fast-paced, tech-driven environment where projects are constantly evolving? Can you handle the unexpected with ease? Then, we'd like to meet you

Our program managers are proactive, highly motivated, organized, and make a meaningful impact across our business. As our company continues to expand, there is an ever-growing need for effective program management to drive the size and scope of the projects we deliver.

As a Program Manager in the customer support department, you will be responsible for planning and ensuring the successful delivery of large, complex projects across multiple teams and locations. Your exceptional stakeholder management and interpersonal skills, attention to detail, and ability to improve processes will be key to your success in this role. We are seeking a capable and experienced program manager who can work independently, making decisions to keep projects moving while knowing when to escalate when necessary.

**Role Responsibilities**:
As a Senior Program Manager, you will be responsible for:

- Delivering multiple projects simultaneously, including defining requirements and timelines; developing and executing detailed plans; tracking progress and ensuring projects are delivered on time, within scope and budget; providing reporting when needed.
- Coordinating between teams and keeping cross-functional stakeholders and leaders informed on project status, challenges, and risks through effective communication strategies.
- Working closely with senior stakeholders and leaders to prioritize and tackle projects that deliver the highest value to the business.
- Proactively mitigating risks and resolving blockers as soon as they're flagged by leveraging your high-level overview. You'll also need to keep the team moving while adapting to changes as they arise.
- Creating clear and concise documentation, such as plans, briefings, timelines, processes, stakeholder communications, and meeting notes.
- Understanding different business processes, and driving optimizations and improvements through a combination of process re-engineering and technical changes.
- Contributing to the overall learning and development of fellow program managers.
- Maintaining a high level of professionalism and confidentiality of projects assigned to you.

**Role Requirements**:

- Experience delivering large customer support projects such as setting up call centers, implementing large IT service desks, or transforming offshore customer support operations.
- A proven track record of delivering large and complex projects on time, within scope, and across multiple business functions, while working in a dynamic and agile environment.
- Successful completion of multi-phased projects focused on consolidation, and optimizing services, processes, systems, and tools.
- Excellent stakeholder management skills; ability to engage with stakeholders at all levels.
- Comfortable setting up new teams and driving large projects with both remote and on-site team members.
- High level of ownership, and the ability to effectively manage multiple priorities.
- Strong problem-solving skills, demonstrated through the ability to ask targeted and relevant questions to gain a thorough understanding of issues.
- Excellent written and verbal communication skills in English, with the ability to communicate effectively with all levels of the business, across multiple locations.
- Working knowledge of project management software (such as Jira), and agile processes and procedures.
- Outstanding interpersonal relationship-building skills.
- Ability to guide senior stakeholders to a decision, and the confidence to make decisions when necessary.
- Ability to clearly define requirements and communicate them through work tickets and briefs.
- A can-do attitude, a quick understanding of requirements, and the ability to generate solutions.
- Proficiency in developing spreadsheets, diagrams, and processes to document and communicate needs with all levels of the organization.
- A drive to continuously improve processes that positively impact productivity, ease of use, security, execution speed, and more.
- Openness to travel to the Philippines as needed to drive execution.

**Nice skills to have, but not required (if any)**:

- Experience delivering projects with teams based offshore, particularly in the Philippines.

**3 best things about this role**:

- Opportunity to work on highly impactful and challenging projects within the customer support department across tech, marketing, and corporate areas of the business.
- A good balance of autonomy and support, while being part of a talented global Program Management team.
- Significant growth opportunities.

**What we will offer you**:

- Challenging work in a fun and collaborative environment
- Attractive compensation
- Spacious open-concept and centrally located offices
- Full-time employment with flexible working hours
- Fully stocked pantry with breakfast foods, fre