Program Manager, Customer Success Operations

About the Role

As Program Manager for Customer Success Operations, you will ensure completion of large, cross functional projects and support team initiatives. You will work with leadership to define project objectives and timing then develop and own project plans. You will ensure the work is completed on time and to Abnormal standards of quality, collaborating cross-functionally.

In this job, you will bring these skills

• Excellent program manager with proven experience executing large, cross functional, complex projects.
• Understand a big picture goal and develop the actions required to achieve.
• Strong collaborator and influencer who brings groups together and unifies around a common plan.
• Remain calm under pressure with an awareness for when to escalate or raise risks.
• Exceptional communicator who is able to effectively collaborate with technical and non-technical stakeholders in both written and verbal form.
• Goal-oriented with an ownership mentality, organized and strong executor.
• Strong attention to detail and high commitment to work standards for yourself and those around you.
• Willingness and ability to operate in a fast-paced, dynamic and high growth technology environment.
• 5 years experience within a SaaS technology company with 1-3 years of Program Management experience, ideally working with Customer Success or Operations teams.

Role Responsibilities + Deliverables

• Support team level goal and priority management, ensuring translation of organizational goals into individual action plans and pressing for on-time achievement.
• Collaborate with leadership to understand priority work and educate yourself on the subject matter.
• Create, maintain and execute project plans with objectives, deliverables, timelines, dependencies and owners.
• Conduct program or project status meetings and provide leadership updates.
• Establish strong relationships with stakeholders to drive alignment, influence and work toward common goals.
• Identify risks, proactively inform leadership and develop solutions to mitigate.
• Ensure all work related to the project meets the Abnormal standards of quality, holding the bar high.
• Design, establish, and iterate on best practices and repeatable processes for operational excellence.
• Develop and own plan for training and process documentation maintenance.

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