Senior Program Manager (Change Management)
Core
Drive operational excellence and continuous improvement across enterprise-level customer support delivery operations by leading large-scale process improvement programs and change management initiatives.
Role type
Senior Program Manager (Change Management & Operational Excellence)
Builds
Streamlined workflows, standardized operating procedures (SOPs), and data-driven performance dashboards for customer support delivery.
Domain
Technology Solutions / Customer Support Operations / Business Process Optimization
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Lean Six Sigma (Green/Black Belt), Change Management (PROSCI), Data Analysis, Process Mapping, Root Cause Analysis, Power BI, Azure DevOps, SOP Development, Value Stream Mapping, Stakeholder Management
Preferred skills
PMP/PMI Certification, Service Level Agreement (SLA) Management, Workforce Management, Microsoft Project/Visio, Operational Excellence Consulting
Technologies
Power BI, Azure DevOps, Microsoft Project, Visio
Responsibilities
Lead 2–3 concurrent large-scale process improvement programs; Conduct data analysis and root cause analysis to identify inefficiencies; Develop and maintain Power BI dashboards and Azure DevOps reports; Design and implement standard operating procedures (SOPs) and training materials; Lead change management initiatives to ensure team engagement and adoption; Partner with delivery and operations teams to align improvements with business objectives; Mentor cross-functional team members on process improvement principles.
Seniority
Senior, hands-on IC