Program Manager - I

Title - Program Manager - I Location –California - San Francisco - Remote Duration – 6+ Months Job Description: About the Role: The Experience Org central operations team is building the next generation of how client manages research and design tools at scale — and client needs operational support to keep things running while client builds. This contractor role is critical to preventing business disruption: candidates will own the day-to-day execution of client’s tool operations model while senior leads invest in automation and process redesign. Candidates will be the steady hand that processes access requests, manages licensing, coordinates compliance reviews, and supports users — keeping research moving while client simultaneously build the automated systems that will eventually take over these workflows. Along the way, candidates will serve as a checks-and-balances layer, surfacing issues and ensuring nothing falls through the cracks during the transition. What Candidates Will Do: Process license requests, assignments, callbacks, and extensions across all tools (Figma, UserTesting, Dovetail, Qualtrics, dscout, ZeroHeight, and others) Manage SSO and Active Directory group memberships for new hires and access changes Track usage analytics and support license forecasting and annual renewal planning Coordinate Third Party Security (TPS) reviews and maintain compliance tracking Track SPOUT project metrics including financial impact and project close-out data Serve as first-line troubleshooting support and vendor bridge for tool issues Support Outset AI platform onboarding, TPS, and access provisioning for scaled research rollout Execute UserTesting R&I study migration (~290 studies) Monitor and distribute Figma AI credits within approved usage policies Own research/testing project close-out governance and financial tracking: prompt users to close out unused tests to recover spend, capture final session counts and incentives paid, and review end-of-project participant quality and research outcome feedback — this trend data will inform which cloud spaces and tools are best suited for different research needs and recruitment options, enabling smarter decisions and faster pivots over time What Client is Looking For: Experience in SaaS tool administration, IT operations, or a similar operations/coordinator role Comfort managing multiple concurrent request queues with strong attention to detail Familiarity with SSO and identity/access management workflows (IIQ or Active Directory a plus) Clear, proactive communicator — candidates are the interface between users and the team Process-oriented with an eye for gaps; you notice what's missing and flag it Proficiency in Google Sheets, Slack, and enterprise SaaS platforms Preferred: Experience supporting software renewal cycles or procurement coordination Familiarity with Third Party Security or vendor compliance processes Background supporting a large SaaS tool portfolio at a technology company Scope of Work: Program Management for Tool Portfolio License assignment, triage, callbacks, and extensions across all tool platforms SSO and Active Directory management for new hires and access changes Usage analytics and license forecasting to support renewal planning TPS review coordination and rapid research quality metrics tracking Tool troubleshooting and vendor support bridging Research/testing project close-out governance and financial tracking: prompting users to close unused tests to recover costs, capturing final session counts and incentives paid, and reviewing end-of-project participant quality and research outcome feedback — building trend data that informs tool-to-use-case pairing and recruitment strategy over time. Figma AI credit monitoring and distribution Outset platform onboarding, support, and access provisioning for scaled research rollout Other adhoc special projects (ie - UserTesting R&I study migration execution) Tooling related procurement support Note: Job Posting: Experience Org Tooling Contractor Title: Central Operations Contractor — Experience Org Tool Pod Team: Experience Org, Central Operations Must have skills: Highly Prefer experience with design and research tools like Figma, Claude, User Testing, Outset etc. Tooling Experience (intake, license distribution, vendor troubleshooting) High-Volume Ticket and Request Triage: A proven track record of managing a constant influx of requests (intake, license distribution, vendor troubleshooting) Experience managing procurement process Data Governance and Compliance Awareness Basic Financial and Budget Tracking Process Discipline and Documentation Any other critical details to note for our suppliers? (Team size, applicable job titles that would apply) Program Manager, Design Program Manager, Technical Program Manager, etc Pay Range: $50hr - $55hr on w2 The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work. #LI-RD1