Director, Program Management

Role Description

We are seeking a strategic and results-driven Director, Program Management to lead enterprise-level initiatives within our Product Operations organization. This role is responsible for driving cross-functional programs that improve operational scalability, support product delivery, and enable business growth.

The ideal candidate is a strong program leader with experience managing complex initiatives, building operational processes, and leading teams in fast-paced environments.

Key Responsibilities:

• Strategic Initiative Leadership & Execution
  • Lead cross-functional initiatives supporting product delivery, growth, operations, and customer experience
  • Translate priorities into programs (scope, timeline, milestones, dependencies, success metrics)
  • Own initiative outcomes; manage risks, tradeoffs, and escalations
  • Align initiatives to enterprise priorities, capacity, and investment decisions
• Program Governance & Portfolio Oversight
  • Establish governance (cadence, decision rights, escalation paths)
  • Standardize planning, execution, and reporting across the portfolio
  • Provide executive visibility into status, risks, dependencies, and delivery confidence
  • Partner with Product/Finance/Leadership on prioritization and sequencing
• Go-To-Market and Product Lifecycle Management (PLM)
  • Operationalize initiatives across the product lifecycle aligned to roadmaps and release plans
  • Lead GTM readiness (launch plan, training, documentation, tooling, operational preparedness)
  • Track and communicate GTM risks, dependencies, and launch readiness
• Team Leadership and Performance Management
  • Lead Program/Product Operations Managers; set expectations and measure outcomes
  • Coach and develop program delivery, communication, and risk-management capabilities
  • Drive accountability, collaboration, and continuous improvement
  • Manage resourcing, prioritization, and workload across workstreams
• Stakeholder Engagement
  • Partner with cross-functional stakeholders to manage expectations through the program lifecycle
  • Provide proactive updates and resolve escalations quickly
• Program Execution
  • Ensure implementation, integration, and support readiness deliverables are completed on time and to quality standards
  • Manage interdependencies across technical, operational, and customer-facing teams
  • Improve execution by removing bottlenecks and optimizing workflows
  • Maintain compliant documentation (plans, schedules, SOWs, change control)
  • Report program health, milestones, risks, and financial impacts to senior leadership
• Process Development and Strategic Alignment
  • Build scalable processes, SOPs, and program frameworks supporting transformation
  • Drive adherence to quality systems; modernize via automation and process improvement
  • Support cross-functional initiatives improving delivery, revenue, and customer satisfaction
  • Contribute to strategic planning and alignment to organizational goals

Qualifications

• 8+ years in program management, account management, or service operations
• 5+ years of customer account or program management
• 2+ years supervisory experience
• Experience in telecommunications, public safety, SaaS, or related industries strongly preferred

Requirements

• Strong leadership skills with the ability to direct program teams and guide multi‑workstream initiatives
• Advanced program‑management expertise, including governance, risk management, and cross‑functional coordination
• Excellent communication and stakeholder‑management skills, including executive‑level reporting
• Strong analytical and problem‑solving capabilities, with the ability to identify systemic issues and drive process improvements
• Deep understanding of operational delivery, and program interdependencies. Strong working knowledge of Product Lifecycle Management (PLM)
• Strong organizational discipline, ability to manage competing priorities, and oversight of large complex programs
• Experience delivering high‑quality programs and go-to-market initiatives in high‑stakes, time‑sensitive environments
• High level of professionalism, judgment, and ability to handle escalations effectively
• Proficiency in Microsoft Word, PowerPoint, Excel, and program management tools is required; MS Project and SharePoint preferred
• May be required to travel up to 25% of the time depending on business needs

Education

• Bachelor’s degree in business administration, management, or related field required; equivalent experience may substitute
• Understanding of program management methodologies (PMP/PMI/Agile) preferred
• Strong continuous improvement mindset; Six Sigma (Green or Black Belt) a plus

Benefits

• Comprehensive benefits package including medical, dental, vision, life and disability coverage
• Paid time off
• 401(k) retirement plan
• Paid parental leave
• Access to a robust library of personal and professional training resources
• Employee discounts
• Critical illness and hospital indemnity coverage
• Access to legal support
• Pet insurance
• Identity theft protection
• EAP (Employee Assistance Program) that includes free mental health resources/support