• Lead strategic programs and transformation initiatives that improve the client operating model across onboarding, retention, growth, escalation management, and service scalability. • Design scalable operating models, service frameworks, segmentation strategies, and operational processes that improve client outcomes and business efficiency. • Structure ambiguous business challenges, conduct analysis, and translate findings into actionable recommendations and execution plans. • Identify operational gaps, process inefficiencies, and scaling challenges, and drive solutions that improve consistency and scalability. • Support enterprise priorities through operational transformation initiatives aligned to long-term business goals. • Lead complex cross-functional initiatives from concept through execution, driving alignment, accountability, and measurable outcomes. • Partner with Client Success, Product, Services, Engineering, Commercial, Finance, and Operations teams to support strategic initiatives and operational improvements. • Influence decision-making across technical, commercial, and operational teams through data-driven insights and recommendations. • Guide stakeholders through organizational change, including new processes, operating models, and workflow adoption. • Manage initiative timelines, deliverables, dependencies, risks, and communications across global teams. • Build and manage reporting frameworks and dashboards focused on client health, service quality, operational effectiveness, and business performance. • Analyze operational and client data to identify trends, risks, opportunities, and improvement areas that inform strategic decisions. • Develop executive-ready presentations, business reviews, status updates, and strategic insight materials. • Establish scalable reporting processes, operational standards, and governance practices that improve visibility and execution consistency. • Measure initiative outcomes and operational performance to support continuous improvement. • Champion AI adoption and workflow automation to improve decision-making, reduce manual effort, and enhance the client experience. • Identify opportunities to leverage AI, automation, and emerging technologies to improve operational scalability and organizational effectiveness. • Partner across teams to implement AI-enabled workflows, reporting enhancements, and operational tooling improvements. • Promote AI-first and data-driven ways of working that improve productivity, consistency, and business impact.

• Own full-cycle recruiting for data center technical and operational roles, including Data Center Technicians, Data Center Engineers, Chief Engineers, Assistant Data Center Managers, Data Center Managers, and other site-based operations roles. • Proactively source passive talent through direct outreach, referrals, trade schools, and community partnerships. • Execute high-volume and specialized recruiting efforts while maintaining quality and speed. • Lead staffing programs aligned to site build-out, expansion, and steady-state operations. • Manage and execute hiring plans, timelines, and staffing deadlines tied to business readiness milestones. • Track recruiting metrics such as time-to-fill, pipeline health, and hiring velocity and adjust strategy as needed. • Serve as the primary talent advisor to site leadership, operations managers, and HR partners. • Partner closely with hiring managers to define role requirements, interview processes, and hiring decisions. • Build and maintain relationships with trade schools, vocational programs, local colleges, workforce development agencies, and external recruiting partners. • Represent the company at job fairs, hiring events, community events, and educational partner engagements. • Directly manage and mentor at least one recruiter, providing guidance on sourcing strategies, prioritization, and execution. • Coordinate and manage agency or RPO partners as required to meet site hiring demands.

• Delivers successful energy efficiency programs to client(s) per contract terms and program budgets. • Identifies, defines, quantifies, tracks and drives program deliverables to be submitted accurately and on time. • Continuously assesses project progress to goal, ensures compliance requirements are met, and develops innovative and creative solutions to new issues and/or market dynamics. • Manages, leads, and mentors a dynamic team by setting and reviewing performance standards and objectives for direct reports and creates effective delivery teams. • Develops, manages, and fosters partnerships with subcontractors, community groups, and other industry affiliates/stakeholders. • Manages client expectations, satisfaction, communications, and resolves and/or escalates client issues. • Interfaces with key internal departments such as IT, Marketing, Finance and HR to develop efficiencies to meet program needs. • Other duties as assigned

Role Description As a Senior Strategic Program Manager at Rithum, you are responsible for advancing strategic initiatives and operational transformation efforts that improve how the organization supports clients across the full customer lifecycle. You drive cross-functional programs focused on service scalability, operational excellence, AI-enabled process improvement, and client experience optimization. This role partners closely with Client Success, Product, Services, Engineering, Commercial, Finance, and Operations leaders to solve complex business challenges, influence strategic priorities, and implement scalable operational frameworks that support long-term growth and organizational effectiveness. Responsibilities - Strategic Programs and Operational Transformation - Lead strategic programs and transformation initiatives that improve the client operating model across onboarding, retention, growth, escalation management, and service scalability. - Design scalable operating models, service frameworks, segmentation strategies, and operational processes that improve client outcomes and business efficiency. - Structure ambiguous business challenges, conduct analysis, and translate findings into actionable recommendations and execution plans. - Identify operational gaps, process inefficiencies, and scaling challenges, and drive solutions that improve consistency and scalability. - Support enterprise priorities through operational transformation initiatives aligned to long-term business goals. - Cross-Functional Leadership & Execution - Lead complex cross-functional initiatives from concept through execution, driving alignment, accountability, and measurable outcomes. - Partner with Client Success, Product, Services, Engineering, Commercial, Finance, and Operations teams to support strategic initiatives and operational improvements. - Influence decision-making across technical, commercial, and operational teams through data-driven insights and recommendations. - Guide stakeholders through organizational change, including new processes, operating models, and workflow adoption. - Manage initiative timelines, deliverables, dependencies, risks, and communications across global teams. - Analytics, Insights & Operational Excellence - Build and manage reporting frameworks and dashboards focused on client health, service quality, operational effectiveness, and business performance. - Analyze operational and client data to identify trends, risks, opportunities, and improvement areas that inform strategic decisions. - Develop executive-ready presentations, business reviews, status updates, and strategic insight materials. - Establish scalable reporting processes, operational standards, and governance practices that improve visibility and execution consistency. - Measure initiative outcomes and operational performance to support continuous improvement. - AI, Automation & Innovation - Champion AI adoption and workflow automation to improve decision-making, reduce manual effort, and enhance the client experience. - Identify opportunities to leverage AI, automation, and emerging technologies to improve operational scalability and organizational effectiveness. - Partner across teams to implement AI-enabled workflows, reporting enhancements, and operational tooling improvements. - Promote AI-first and data-driven ways of working that improve productivity, consistency, and business impact. Qualifications - 8+ years of experience in client success, services, operations, business transformation, program management, consulting, or related roles within SaaS, e-commerce, marketplace, or technology environments. - Demonstrated experience leading complex cross-functional initiatives and driving operational or strategic transformation efforts. - Strong experience designing scalable operating models, service frameworks, client engagement strategies, or operational support structures. - Proven ability to solve ambiguous business problems using structured thinking, analytics, research, and data-driven decision-making. - Strong executive communication, stakeholder management, and cross-functional influence skills. - Experience driving alignment and execution across global, matrixed, and fast-paced organizations. - Strong analytical and operational problem-solving capabilities with experience leveraging metrics and reporting to inform business decisions. - Experience leveraging AI tools, workflow automation, or emerging technologies to improve operational efficiency and client outcomes. Preferred Qualifications - Experience with Rithum marketplace, brands and retailer solutions. - Experience in Client Success Operations, Services Strategy, Business Operations, or Transformation functions within a SaaS or commerce technology organization. - Experience supporting enterprise client organizations or complex service delivery environments. - Familiarity with Salesforce, Jira, Gainsight, or other operational and workflow management platforms. - Experience implementing AI-enabled operational workflows, predictive analytics, or automation initiatives. - Experience working across multiple regions, business units, or global stakeholder groups. - Bachelor’s degree or equivalent practical experience; MBA preferred. Travel Required - Up to 10% Benefits - Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1. - A 6% 401(k) match. - Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days. - 12 weeks primary caregiver leave & 4 weeks secondary caregiver leave. - Accident, critical illness, and hospital indemnity insurance. - Pet insurance. - Legal assistance and identity theft insurance plans. - Life insurance 2x salary. - Access to the Calm app and the Employee Assistance Program. - $65/month Remote work stipend for internet. - Culture and team-building activities. - Tuition assistance. - Career development opportunities. - Charitable contribution match up to $250 per year.