Job Summary

The Customer Success Operations Senior Program Manager is an experienced individual contributor responsible for leading and executing complex, high-impact operational programs across the Customer Success organization and its cross-functional partners. Reporting to the Customer Success Operations Senior Manager, this role operates with a higher degree of autonomy than a Program Manager, owning more complex program portfolios, driving strategic improvement initiatives, and providing informal guidance to less experienced team members.

The Senior Program Manager is a subject matter authority on how Customer Success operates, using that expertise to design better processes, elevate reporting quality, and drive cross-functional alignment across Global Tech Ops, Financial Services, Data Analytics, and Business Operations.

Key Responsibilities

Senior Program Ownership & Execution

• •Own end-to-end execution of a portfolio of complex operational programs, managing scope, milestones, dependencies, risks, and deliverables with a high degree of independence.
• •Lead programs that span multiple functions, regions, or workstreams, maintaining clarity on priorities and driving timely resolution of blockers and risks.
• •Anticipate issues before they escalate; develop and execute mitigation plans and bring recommendations rather than just problems to the Senior Manager.
• •Serve as a senior point of continuity for programs, ensuring context, history, and progress are well-documented and transferable.
• •Contribute to the definition of program scope and objectives, not just execution of defined plans.

Process Design & Operational Standards

• •Design, build, and improve core operational processes, playbooks, SOPs, and governance frameworks for assigned program areas, with a focus on scalability and long-term adoption.
• •Identify patterns across programs and functions that point to systemic process gaps; propose and lead improvement initiatives that address root causes, not just symptoms.
• •Ensure process documentation is accurate, accessible, and actively used rather than archived; lead periodic reviews to keep materials current.
• •Act as a senior voice in shaping how Customer Success standardizes its ways of working, contributing to decisions that affect the broader team.

Reporting, Governance & Insights

• •Produce high-quality operational reporting for assigned programs, including performance metrics, risk summaries, trend analysis, and actionable insights for leadership.
• •Lead preparation of Monthly Operating Review (MOR) materials and other governance inputs, ensuring pre-reads are data-accurate, narrative-strong, and decision-ready.
• •Identify opportunities to improve the quality, consistency, and efficiency of reporting across the team; bring recommendations to the Senior Manager.
• •Track and drive cross-functional action items through to closure, maintaining accountability at the right levels and escalating delays with context and proposed resolution.

Cross-Functional Coordination & Influence

• •Lead cross-functional working groups and coordination forums for assigned programs, driving decision-making, clear ownership, and follow-through.
• •Build trusted working relationships with counterparts in Global Tech Ops, Financial Services, Data Analytics, and Business Operations.
• •Represent Customer Success Operations credibly in cross-functional discussions, bringing both operational knowledge and strategic context to the conversation.
• •Identify misalignments between functions early and work to resolve them proactively, escalating to the Senior Manager where needed.

Enablement & Team Contribution

• •Develop and maintain onboarding materials, training content, and learning paths for CS roles, ensuring content reflects current processes, tools, and standards.
• •Provide informal guidance and support to Program Managers on their programs, sharing expertise and helping less experienced team members develop their skills.
• •Lead the rollout of new processes and tools within the team, including preparing enablement materials, running sessions, and tracking adoption.
• •Contribute to the broader team's ways of working, bringing ideas for improvement and supporting a culture of continuous learning.

Customer-Facing & Executive Support

• •Lead preparation of customer-facing reporting packages and QBR inputs for assigned programs, ensuring materials are consistent, data-backed, and aligned with agreed KPIs.
• •Support CS leaders and SDMs in preparing for customer operational forums and executive briefings, providing accurate operational context and analysis.
• •Contribute to operational updates presented at leadership and customer level as directed, with the ability to present independently where appropriate.

Qualifications & Experience

• •Bachelor's degree in Business, Operations, Information Technology, or a related discipline (or equivalent experience)
• •10+ years experience in program management, operations, or service delivery roles within complex, matrixed organizations
• •Demonstrated ability to independently manage complex, cross-functional programs from initiation through to closure with measurable outcomes
• •Experience designing and implementing operational processes, governance frameworks, and reporting standards at scale
• •Strong working knowledge of ITIL practices or structured service delivery frameworks
• •Proficient in program tracking tools, reporting platforms, and productivity suites (e.g., Excel/Sheets, PowerPoint, project management tools)
• •Strong written and verbal communication skills; experienced in preparing governance materials and presenting to senior stakeholders
• •Comfortable operating with autonomy and making sound judgments in ambiguous situations

Preferred Experience

• •Experience in transit, payments, public-sector technology, or high-availability managed services environments
• •Familiarity with FinOps concepts, cost-to-serve analysis, or P&L reporting in a services context
• •Exposure to CRM platforms (e.g., MSD CRM), service management tools (e.g., ServiceNow), or BI/data visualization platforms
• •Experience supporting or operating within a Centre of Excellence (CoE) model
• •Background working across NAM, EMEA, and APAC teams in a global organization

Personal Attributes

• •Deeply organized: manages a complex program portfolio without losing precision on details, deadlines, or follow-through.
• •Proactive and solutions-oriented: identifies risks and improvement opportunities early and brings structured recommendations to resolve them.
• •Collaborative and credible: builds strong cross-functional relationships and earns trust through consistent, high-quality execution.
• •Clear communicator: writes and presents with structure and confidence; adapts easily from working-level to executive audiences.
• •Accountable and outcome-focused: takes ownership of results, not just tasks, and drives programs through to meaningful closure.