Program Manager, Service Operations

About the Role

We are seeking an exceptional Program Manager to join our Service Operations team. In

this role, you will drive operational excellence across multidisciplinary teams—building the

right processes, methodologies, and systems to deliver complex, cutting-edge

technology initiatives. You'll coordinate cross-functional collaboration and oversee

project execution from planning through production implementation. It is ideal for

someone who thrives in fast-paced, ambitious environments where no two days are the

same.

Job Responsibilities

Operations & Problem Logs Resolution

● Manage and drive process improvements of problem logs across global service

centers, identifying root causes and implementing scalable solutions

● Investigate and resolve Returns Merchandise Authorization (RMA) exceptions -

cases that cannot be received at the service centers due to discrepancies, system

errors, or compliance issues

● Present weekly problem logs metrics and trend analysis to stakeholders,

highlighting data-driven key actions and resolution progress

Documentation & Standards

● Create, manage, and continuously improve Service Operations Standard Operating

Procedures (SOP) documents to ensure consistency across global sites

● Manage updates to the service centers documentation portal, ensuring content

accuracy, version control, and accessibility

Program & Project Management

● Drive technical excellence within the team by coordinating and contributing to

project management practices, team roadmaps, workflow development, launch

criteria, and test plans

● Maintain end-to-end project management processes including project goals,

milestones, and metrics

Cross-Functional Collaboration & Change Management

● Coordinate communication and alignment across internal teams, external vendors,

and global partners

● Engage cross-functional stakeholders to identify constraints, dependencies, and

coordination needs to deliver outcome at high quality and on schedule

● Drive continuous improvement initiatives and lead change management efforts to

enhance operational efficiency

Minimum Qualifications

● 5+ year of work experience in program management

● Experience in leading projects with prioritization and managing multiple

workstreams in a fast-paced environment

● Proficiency with project management tools (e.g. intermediate knowledge of

Oracle) and demonstrated experience with JIRA administration and workflow

development

● Proven ability to work well independently and with self-guided direction

● Ability to influence and drive decision-making through data-driven analysis and

clear rationale

● Strong verbal and written communication and collaboration skills with the ability

to engage stakeholders at all levels

● High sense of urgency, accuracy, and follow-through with attention to detail and

well-organized

Preferred Qualifications

● Advanced knowledge in JIRA

● AI tools proficiency