Program Manager II, Relay Product Excellence

We're looking for a Program Manager to drive operational excellence within our team. This role is critical as we scale our operations and implement initiatives that directly impact our ability to deliver for customers. You'll be the partner who turns goals into executable plans, builds the mechanisms that enable your team to succeed, and ensures we're consistently raising the bar on how we work.

As a Program Manager, you'll own program execution and operational processes that keep your workstreams on track — from maintaining roadmaps to running business reviews. You'll build and maintain mechanisms that bring clarity to cross-functional initiatives, implement program management best practices, and drive process improvements that eliminate waste and accelerate delivery. This isn't about managing tasks in isolation; it's about building the operational rhythm and mechanisms that help the team execute with precision.

The ideal candidate is comfortable dealing with ambiguity, can break down complex problems into actionable plans, and knows how to collaborate effectively across teams. You'll need to be equally comfortable communicating status to leadership and rolling up your sleeves to map processes with partner teams. Your ability to build relationships, drive data-driven decisions, and support change management efforts will be essential to your success.

Key job responsibilities
Strategic Planning & Resource Management
- Support strategic planning processes including roadmap development, quarterly business reviews, and initiative tracking
- Manage Monthly Resource Reviews and operational planning inputs, ensuring alignment between team objectives and resource needs
- Maintain scenario planning models and gearing ratio standards to support capacity planning and demand forecasting
- Drive operational mechanisms that ensure visibility and progress tracking across assigned initiatives
Process Design & Documentation
- Conduct process mapping to document and analyze end-to-end workflows within the team
- Develop, document, and maintain Standard Operating Procedures (SOPs) for team processes with clear ownership and accountability
- Implement version control and regular review cycles for process documentation to maintain accuracy and relevance
Program Execution & Delivery
- Build and implement program management mechanisms that ensure timely delivery of cross-functional initiatives
- Own end-to-end program delivery for assigned workstreams — from requirements definition through execution — ensuring alignment with business objectives
- Maintain validation checkpoints, escalation paths, and communication cadences that keep stakeholders informed and initiatives on track
Stakeholder Engagement
- Identify and map process stakeholders to ensure appropriate engagement for assigned programs
- Ensure SOPs are reviewed and approved by relevant stakeholders through structured review processes
- Conduct regular stakeholder updates through Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR)
- Communicate progress and outcomes effectively to leadership, making data-driven recommendations
Change Management & Adoption
- Support change management efforts to drive adoption of new processes, tools, and technologies within the team
- Partner with peer teams and regional stakeholders to evaluate and implement best practices
- Develop communication plans to support process rollouts and transitions
Training & Knowledge Management
- Design and deliver onboarding programs for new hires that accelerate time-to-productivity
- Create role-specific training modules aligned with team competencies and processes
- Develop ongoing training initiatives for team members to support continuous skill development
- Maintain training materials and ensure they reflect current processes, tools, and best practices
- Track training completion rates and effectiveness metrics to measure learning impact
- Implement knowledge-sharing mechanisms (wikis, runbooks, office hours) to scale team learning
Performance Monitoring & Analytics
- Define and track Key Performance Indicators (KPIs) for assigned processes with clear targets
- Implement regular performance review cycles to monitor progress and identify improvement opportunities
- Create dashboards and reporting mechanisms for performance visibility
- Conduct root cause analysis for performance gaps and develop improvement plans
Quality Assurance & Compliance
- Implement corrective and preventive action (CAPA) processes to address issues systematically
- Ensure compliance requirements are met through documented controls and audit trails
- Maintain quality gates and checkpoints throughout program lifecycles to ensure deliverable quality Basic Qualifications: - 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements Preferred Qualifications: - 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

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