Lead Project/Program Manager

About this role

Overview

We’re looking for a Lead Project/Program Manager to drive program transformation across our Customer Care Operations Support organization. This role sits at the intersection of data analytics, business intelligence, and execution—partnering across Operations, Product, Data, and Technology to bring business insights and solutions to life at scale.

You will provide data insights for complex, cross-functional initiatives from concept through delivery. This role is ideal for someone who thrives in ambiguity, can translate data into action, and excels at driving alignment across diverse stakeholders.

This is a primarily business-functional leadership role (70%), requiring a strong data analyst who can connect strategy, execution, and measurable outcomes

What You’ll Do

• **Business Intelligence:** Self-identify operational efficiency, CX improvement, revenue generation, and cost savings opportunities through data analysis and synthesis
• **Support End-to-End Programs:** Support delivery of complex initiatives from intake through execution—ensuring alignment to scope, timeline, budget, and business outcomes
• **Enable Cross-Functional Collaboration:** Act as a central data SME across business and technical teams, supporting priorities, dependencies, and execution plans
• **Optimize Operations Through Innovation:** Identify opportunities to implement advanced analytics and automation capabilities to improve performance and scale
• **Proactively Manage Risk & Dependencies:** Anticipate and resolve issues related to data, stakeholders, and delivery execution
• **Deliver Executive-Level Communication:** Provide clear updates, insights, and recommendations to senior leadership
• **Mentor & Lead Through Influence:** Guide team members and influence stakeholders without direct authority to drive outcomes

Top Must-Have Experience

• **Proven experience leading large-scale, cross-functional programs** with measurable business impact (ideally withi...