Customer Success Operations, Senior Program Manager
Core
Senior Program Manager leading complex operational programs and driving strategic improvements across the Customer Success organization.
Role type
Senior IC Program Manager
Builds
Operational processes, playbooks, SOPs, governance frameworks, and high-quality reporting for Customer Success.
Domain
Transportation technology / Customer Success Operations
Required skills
Program ownership & execution, Process design & operational standards, Reporting & governance, Cross-functional coordination, Enablement & training, Executive support
Preferred skills
Transit/public-sector technology experience, FinOps concepts, CRM platforms (MSD CRM), Service management tools (ServiceNow), BI/data visualization platforms, Global organization experience (NAM, EMEA, APAC)
Technologies
Excel/Sheets, PowerPoint, Project management tools, MSD CRM, ServiceNow
Responsibilities
Own end-to-end execution of complex operational programs; Design and improve core operational processes and governance frameworks; Produce high-quality operational reporting and MOR materials; Lead cross-functional working groups and coordination forums; Develop onboarding materials and training content; Support customer-facing reporting and executive briefings
Seniority
Senior, hands-on IC
