Sr Finance Program Manager
Core
Own complex customer finance escalations and drive systemic process improvements to reduce resolution time and improve customer satisfaction.
Role type
Senior Escalations Program Manager
Builds
Customer-facing processes, escalation workflows, dashboards, and audit-ready documentation
Domain
SaaS / Technology / Customer Operations
Deliverable
dashboards & analysis
Required skills
Cross-functional coordination, Program management, Data analysis, Stakeholder management, Process improvement, Risk management
Preferred skills
PMP, ITIL, Six Sigma, Coaching, SaaS experience
Technologies
Dashboards, SLA tools
Responsibilities
Manage end-to-end resolution of high-severity customer finance escalations; Lead cross-functional programs to eliminate root causes and streamline workflows; Analyze escalation themes to quantify business impact and prioritize improvements; Coach frontline teams on de-escalation and prevention; Deliver executive summaries and post-mortems.
Seniority
Senior, hands-on IC
