Senior Manager, Program Management (PMO for Service Operations)

About the Service Operations Team

We're a tight-knit team of program management, process, customer experience and workforce management professionals working together to deliver world-class service through operational excellence and strategic enablement. We collaborate closely with frontline Service, Business Apps, QA, Enablement, and Analytics teams to plan and deliver on complex initiatives that improve processes, tools, and how our service operates day-to-day. Our focus is on creating service experiences that are both efficient for our operations team and effective for our customers and pros.

About the Role

As Senior Manager, PMO for Service Operations, you’re the glue between our frontline teams and the big-picture strategy. You’ll set up the intake and prioritization process, stand up portfolio visibility and governance, and personally own the highest-impact cross-functional programs. You’ll build and coach a small team of program managers across the U.S. and the Philippines, making sure we hit deadlines, stay on budget, and keep our service org running like a Swiss watch.

Success in 3-6 months looks like this: the team is in place, the operating cadence is humming, and there’s a clear portfolio of the highest impact programs with a visible line to our top level OKRs. This role demands equal parts big-thinker and doer. One day you’re mapping out a resource plan with leadership, the next you’re in the weeds troubleshooting a rollout blocker with BusApps or QA. If you live for turning chaos into streamlined operations and you hate watching initiatives stall for lack of process, this could be your jam. If you’d rather sit in status update meetings all day or avoid getting your hands dirty in execution, this isn’t it.

What you'll do

• Build the Service Ops intake and portfolio engine, defining how initiatives get scored, prioritized, resourced, and sequenced each quarter so nothing slips through the cracks and the portfolio tracks to OKRs.
• Own the flagship programs, personally leading the complex, high-visibility efforts (eg a new support-ticket triage model, an agent-onboarding revamp, or a self-service portal upgrade) while delegating various program initiatives to your team.
• Design and scale governance by standing up executive dashboards, steering cadences, health checks, and stage gates that give leaders clear portfolio-level visibility and decision points.
• Coach and grow your team through mentorship of a few program managers across U.S. and Philippines time zones; set goals, give real feedback, and build capability for repeatable delivery.
• Solve cross-team coordination challenges by facilitating working sessions between GTM and Commercial Ops departments, creating shared project timelines, establishing communication protocols, and intervening when programs get stuck
• Drive continuous improvement via use of metrics (cycle time, on-time delivery, adoption, customer impact) to spot bottlenecks, predict future capacity needs, refine playbooks, and make recommendations for improving program success rates across Service Ops.
• Lead change management by piloting program management software, making new processes and tools stick through clear comms, training, and follow-through; reduce rollout risk and shorten time-to-adoption.

In order to be successful, you must bring

• 10+ years in program/project management with time in a PMO service-ops setting; you’ve run multi-million dollar programs that’ve touched customers and frontline operations. You understand the unique challenges of scaling service delivery and have experience with customer-facing operations.
• 5+ years of people leadership, ideally across time zones with a record of hiring and developing PM talent to own bigger, more complex work.
• A track record of complex, multi-departmental initiatives that improved operational KPIs (lower backlog, faster onboarding, higher first-contact resolution, better CSAT).
• Hands-on governance chops, meaning you’ve built dashboards, run steering meetings, and enforced standards without turning into the “process police”.
• Data-driven instincts, you dig into the numbers, build clear reporting, and use insights to decide what to stop, start, or scale; identifying bottlenecks and dependencies, and can analyze resource allocation across multiple programs to optimize team capacity.
• Cross-functional savvy, you know how to get GTM, Commercial Ops, Business Apps, and Product executives, stakeholders, and other program managers rowing in the same direction; distilling complex program status into clear comms, and have successfully advocated for resources and org changes to support program success.
• Pragmatic PM methods and tooling, you’ve tailored frameworks to the maturity of the org, avoid methodology theater, bring experience with tools like Jira, and can quickly assess/improve existing program management processes.

Expected salary ranges

• For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $193,000 - $249,800
• For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $173,700 - $224,800
• For candidates living in all other US locations, the expected salary range for this role is currently $164,100 - $212,300

Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.