Program Manager
Job Description
(1) Program & Transformation Management
Lead the planning and execution of large-scale COE transformation initiatives across multiple regions and functions.
Drive end-to-end program management, including: initiative planning, cross-functional alignment, milestone tracking, risk management, launch readiness, post-launch hypercare stabilization
Ensure successful delivery of initiatives such as: footprint management across COE and BPO teams, operational harmonization across regions, large-scale process transitions and team migrations.
Drive accountability across stakeholders to ensure timelines, deliverables, and operational outcomes are met.
(2) Operational Design & Process Standardization
Support the design and implementation of scalable operational frameworks and standardized processes across the COE.
Work with operational leaders to: identify inefficiencies or operational gaps, define improved operating models, implement governance structures.
Ensure new processes are operationally viable, scalable, and aligned with regional operational needs.
(3) Stakeholder & Cross-Functional Management
Act as a key coordination point across multiple operational functions, including Operations, Workforce Management, Product, OPEX, Training, and BPO partners.
Facilitate alignment across stakeholders to: resolve operational blockers, drive decision making, ensure consistent execution across teams and regions.
Communicate program updates, risks, and outcomes clearly to leadership and key stakeholders.
(4) Performance Monitoring & Operational Insights
Track and analyze operational performance during and after transformation initiatives.
Use insights to identify improvement opportunities and support data-driven decision making.
(5) Change Management & Launch Readiness
Support the successful rollout of new operational models by ensuring strong change management and launch readiness.
Coordinate with relevant teams on: communications planning, operational readiness, training alignment, stakeholder enablement.
Ensure teams are well prepared to adopt new processes and operating models.
Ensure transparency and alignment across large-scale transformation initiatives.
5+ years of experience in program management, operations transformation, or process optimization, ideally within a service operations or COE environment.
Strong experience managing complex operational projects with multiple workstreams and dependencies.
Demonstrated ability to translate operational challenges into structured solutions and scalable frameworks.
Strong analytical and problem-solving skills with the ability to interpret operational data and generate actionable insights.
Experience working with BPO operations, service operations, or large-scale operational environments is highly preferred.
Excellent stakeholder management and communication skills, with the ability to engage both operational teams and senior leadership.
Experience with project management tools and methodologies (e.g., Asana, Jira, Monday, or similar).
Strong organizational skills with the ability to manage multiple concurrent initiatives in fast-paced environments.