Sr Finance Program Manager

Accountabilities:: Own priority customer escalations from initial triage through final resolution, including action planning, risk management, cross-functional coordination, and real-time communication with customers and executive stakeholders. Act as the single-threaded owner for complex escalations, establishing clear accountability and alignment across Finance, Sales, Support, Customer Success, Product, Engineering, and other partner teams. Coordinate approximately 70% of the role around complex customer finance requests while ensuring rapid, accurate, and high-quality outcomes. Prepare clear post-mortems and executive summaries and track resolution progress, commitments, and follow-up actions through completion. Analyze escalation trends and quantify business impact to identify and prioritize opportunities for process, product, workflow, and customer experience improvements. Lead cross-functional programs focused on standardizing escalation workflows, service-level expectations, tooling, reporting, dashboards, and customer-facing processes. Use the remaining focus of the role to develop systemic improvements that proactively prevent billing and customer issues and improve operational scalability. Coach frontline teams on escalation prevention, de-escalation, customer communication, and effective use of escalation processes. Monitor key success metrics, including mean time to resolution, post-escalation CSAT and NPS, permanent resolution of systemic issues, SLA adherence, documentation quality, and stakeholder accountability. Promote a customer-first, collaborative, inclusive, and growth-oriented operating culture while helping teams scale effectively. Requirements: 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or a related function, including direct ownership of high-severity escalations. Demonstrated success leading cross-functional process improvement programs from problem definition through implementation and adoption. Strong structured problem-solving skills, with the ability to use data to make decisions, quantify business impact, and prioritize initiatives. Strong program and project management capabilities, including managing multiple workstreams, dependencies, and stakeholders in time-sensitive environments. Excellent written and verbal communication skills, with the ability to synthesize complex situations into concise executive-level updates and recommendations. Strong customer-centric mindset with the judgment and composure needed to manage sensitive or high-severity situations. Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience. PMP, ITIL, Six Sigma, or another relevant program, incident, or process-management certification is a plus. Experience working in a SaaS, technology, or other complex customer-operations environment is preferred. Experience developing or improving escalation playbooks, SLAs, operating rhythms, dashboards, or audit-ready documentation is a plus. Experience coaching customer-facing teams on conflict resolution, de-escalation, and escalation prevention is preferred. Benefits: Annual base salary of $102,042–$154,350 USD, with actual pay varying based on location, knowledge, skills, and experience. Eligibility for an initial RSU grant with no vesting cliff and ongoing performance-based refresh opportunities, subject to applicable plan terms. Performance-based bonus or variable compensation. Equity opportunities for eligible roles. Flexible, employee-led remote work model. Professional development stipend. Comprehensive health benefits. Parental leave plans. Total rewards designed to support long-term career growth and high-impact performance. Remote position open to candidates residing in the United States, except the San Francisco Bay Metro Area, New York City Metro Area, and Washington, D.C. Metro Area. Inclusive workplace committed to equal employment opportunity and accessibility.