Senior Program Manager M3

Accountabilities: As a Senior Program Manager, you will be responsible for overall program performance, profitability, operational excellence, leadership development, and strategic client relationships. Strategic Program Ownership and Financial Leadership Translate corporate, functional, and client strategies into actionable operating plans, priorities, and long-term business objectives. Partner with Finance to manage program economics, budgets, and financial performance. Develop capacity and workforce plans, overseeing labor utilization, headcount scaling, and operational margins. Manage the operational and financial performance of a program supporting more than 250 employees. Monitor service-level agreements (SLAs), gross margins, budget adherence, and revenue enablement to ensure business objectives are achieved. Operational Transformation and Continuous Improvement Establish operational rhythms, performance expectations, and management frameworks that support consistent execution. Use operational data and leading indicators to identify process inefficiencies, investigate root causes, and prevent performance issues. Lead large-scale process improvement initiatives, technology implementations, and organizational change management projects. Improve operational scalability, service quality, workflow efficiency, and delivery speed. Track process efficiency gains, quality metrics, error reduction, and workflow improvements. Manager Development and Cross-Functional Leadership Lead, coach, and develop a team of at least six M2 Operations Managers and functional leaders. Build leadership capabilities, strengthen succession planning, and empower managers to independently oversee their operational areas. Foster a high-performance culture focused on accountability, collaboration, and continuous development. Partner with Human Resources, Talent Acquisition, IT, Finance, and Program Management Office (PMO) teams to resolve competing priorities and align resources. Monitor management development, employee retention, organizational health, and cross-functional project execution. Executive Stakeholder and Client Leadership Serve as a senior point of contact for key enterprise client executives and build long-term strategic partnerships. Lead quarterly business reviews and communicate operational performance, business results, and improvement opportunities. Manage complex client escalations through structured, data-driven solutions. Anticipate evolving client needs and proactively identify opportunities to expand service scope and strengthen partnerships. Monitor client satisfaction, account retention, business expansion opportunities, and executive relationship quality. Requirements The ideal candidate is an experienced operational leader with a strong background in large-scale program management, financial performance, organizational development, and executive-level stakeholder management. 8–10+ years of progressive professional experience in operations, program management, or business process outsourcing (BPO). Experience managing large-scale operations with a span of control exceeding 5,000 in remote environments. 5+ years of direct experience leading other leaders, including managing, coaching, and developing M2-level managers or equivalent. Experience overseeing organizations with 200+ direct reports. Strong financial acumen and business understanding, with demonstrated success managing program budgets, labor models, workforce capacity planning, and operational margins. Proven ability to conduct root cause analysis, interpret operational data, and implement data-driven performance improvements. Experience leading large-scale operational transformations, process optimization initiatives, and technology implementations. Demonstrated ability to develop management talent, strengthen leadership structures, and build effective succession plans. Excellent executive presence and communication skills, with the ability to influence VP-level leaders, cross-functional stakeholders, and enterprise client executives. Strong strategic thinking, decision-making, problem-solving, and organizational skills. Ability to balance client expectations, financial objectives, workforce requirements, and operational priorities in a complex business environment. Benefits Competitive annual salary ranging from $120,000 to $125,000, depending on experience. Comprehensive healthcare coverage and employee benefits package. 401(k) retirement plan with employer matching contributions. Fully remote working environment. Comprehensive technology support to facilitate effective remote operations. Professional development opportunities to strengthen leadership and operational expertise. Exposure to executive leadership and strategic enterprise-level initiatives. Opportunity to lead large-scale programs and influence business performance and organizational growth.