About the Role

We’re looking for a Senior Program Manager with deep experience across service delivery, service operations, incident management, and Agile frameworks to lead and scale our cross-functional programs. This is a senior leadership role requiring a high level of collaboration, strategic oversight, and a hands-on approach to operational excellence.

The ideal candidate brings a strong foundation in program and project management, excels in scrum/agile delivery, and is confident managing high-pressure incident response and service uptime. A technical background in programming or engineering is a strong advantage, enabling more effective alignment with dev teams and technical stakeholders.

You’ll be leading a small but growing team and will work closely with engineering, product, support, and leadership to ensure we deliver consistent, high-quality service experiences to our customers.

Key Responsibilities

• Program & Project Leadership: Drive complex cross-functional programs from planning to delivery; track milestones and dependencies across teams.
• Service Delivery & Operations: Own the end-to-end service delivery lifecycle, from performance metrics to continuous improvement initiatives.
• Incident Management: Oversee major incidents, lead postmortems, and ensure timely communication and root-cause resolution.
• Scrum Master Duties: Facilitate agile ceremonies for one or more teams, drive continuous delivery, and remove blockers to team progress.
• People Leadership: Manage and mentor direct reports, foster growth, and build a culture of accountability and collaboration.
• Stakeholder Management: Act as the bridge between technical teams and business leaders, providing clear updates and managing expectations.
• Process Improvement: Identify gaps and implement scalable processes to improve service reliability and delivery velocity.

About You

• 5+ years in program/project management, with direct experience in service operations and delivery
• 3+ years managing teams or direct reports
• Strong experience as a Scrum Master and/or working in agile environments
• Proven leadership in incident response and crisis coordination
• Comfortable working with data, KPIs, and service performance dashboards
• Background in programming or engineering highly desirable (you can talk the tech talk)
• Excellent communication, conflict resolution, and stakeholder engagement skills

Nice to Have

• Certifications (e.g., PMP, CSM, ITIL)
• Programming experience
• Experience scaling service teams or startup environments
• Familiarity with tools like Jira, ServiceNow, PagerDuty, Confluence, or similar

What We Offer

• A senior, high-impact role in a fast-paced and collaborative environment
• The chance to build and lead a growing team
• Competitive compensation and benefits
• Opportunities for professional growth and influence across the org