Program Manager

The Program Manager is responsible for leading and delivering strategic operational programs within a large legal services environment. This role combines program management, operational execution, and stakeholder leadership to drive initiatives that improve service quality, operational efficiency, and client outcomes. The Program Manager will oversee cross-functional projects and operational initiatives, ensuring successful execution from planning through implementation. Key focus areas include Quality Assurance, Continuous Improvement, SOP Governance, KPI Reporting, Office Move Management, and Operational Excellence. This position partners closely with Operations, HR, Finance, Technology, and Client Leadership teams to ensure programs are aligned with business objectives and client expectations. Key Responsibilities Program Management Lead and manage a portfolio of operational programs and projects from initiation through implementation. Develop project plans, timelines, milestones, and governance structures to ensure successful delivery. Coordinate multiple workstreams and stakeholders while maintaining alignment with business objectives. Monitor program performance and track progress against established goals and KPIs. Identify risks, dependencies, and potential roadblocks, implementing mitigation strategies as needed. Operational Excellence Support the development and implementation of standardized processes, SOPs, and operational best practices. Drive continuous improvement initiatives to enhance efficiency, quality, and service delivery. Develop and maintain KPI reporting and performance measurement frameworks. Ensure consistency in service delivery and operational standards across multiple locations. Stakeholder Management Partner with Operations, HR, Finance, Technology, and Client Leadership to execute strategic initiatives. Facilitate project meetings, status updates, and executive-level communications. Build strong working relationships across departments to drive collaboration and program success. Support client-facing initiatives and participate in service improvement discussions as needed. Assist with program budgeting, forecasting, and resource planning. Monitor project expenses and ensure alignment with approved budgets. Prepare and present program performance reports and business updates. Support operational decision-making through data analysis and reporting. Change Management & Special Projects Support organizational change initiatives, office relocations, and operational transformation efforts. Develop communication and implementation plans to ensure successful adoption of new processes. Lead special projects and strategic initiatives as assigned. Coordinate activities with internal teams and external vendors when required. Qualifications Required Bachelor\'s degree or equivalent experience. 5–8 years of experience in program management, project management, operations, or service delivery. Proven ability to manage cross-functional projects and operational initiatives. Experience working in a fast-paced, client-focused environment. Strong organizational, analytical, and problem-solving skills. Excellent written, verbal, and presentation skills. Proficiency with reporting, project management, and productivity tools. Preferred Experience supporting legal services, professional services, or corporate operations environments. PMP, CAPM, Lean Six Sigma, or similar certification. Experience managing multi-site programs or operational projects. Core Competencies Program and project management Operational excellence and continuous improvement Stakeholder and relationship management Strategic thinking and execution Data analysis and reporting Change management Communication and presentation skills Financial awareness and resource planning Collaboration and teamwork Results-oriented mindset #J-18808-Ljbffr SPS North America