Role Description The Program Manager leads complex cross-functional programs in support of assigned Client Services teams, including Client Success, by translating business priorities into structured initiatives, scalable playbooks, governance mechanisms, communications, adoption activities, and measurable outcomes. This role partners with business leaders and cross-functional stakeholders across assigned teams to improve execution consistency, operational visibility, process quality, and adoption of operating practices across the Client Services organization. Program Management and Execution - Lead complex workstreams from planning through execution, rollout, and measurement. - Translate business priorities into program plans, milestones, deliverables, ownership, dependencies, and operating cadences. - Track status, risks, blockers, dependencies, and decision points across multiple stakeholders and initiatives. - Maintain visibility into progress, next steps, and accountability to support timely execution. - Prepare leadership updates, program summaries, and decision-support materials. - Recommend process improvements to increase consistency, efficiency, and execution quality. Playbook Governance and Operational Standards - Manage the intake, review, editing, quality assurance, versioning, and maintenance of playbooks, templates, and operating guidance. - Define and apply quality standards for program materials and process documentation. - Partner with subject matter experts and functional leads to convert business practices into scalable, repeatable guidance. - Review content for clarity, usability, consistency, and alignment with organizational priorities. - Ensure published materials remain current, accessible, and useful to the teams they support. Intake, Prioritization, and Pipeline Management - Manage structured intake channels for ideas, process improvements, and field or team feedback. - Gather context, assess operational impact, and prepare recommendations for review and prioritization. - Track initiatives through the full lifecycle from intake through evaluation, approval, execution, rollout, and measurement. - Identify recurring themes, pain points, and opportunities to improve workflows, tools, and operating practices. - Provide insights to support sequencing, tradeoff decisions, and resource planning. Enablement, Communication, and Adoption - Lead rollout planning for assigned playbooks, tools, process changes, and program initiatives. - Develop communications, guidance materials, FAQs, and training support content to enable adoption. - Partner with enablement and business leaders to ensure teams understand expected behaviors and practical application. - Gather feedback and adoption data to identify gaps and refine materials over time. - Monitor adoption trends and recommend actions to improve consistency and business impact. Cross-Functional Coordination and Stakeholder Alignment - Coordinate with partners across Sales, Product, Support, Revenue Operations, Enablement, Operations, and related functions as needed. - Facilitate cross-functional communication, clarify asks, track commitments, and escalate dependencies when needed. - Represent assigned initiatives in cross-functional forums and provide updates, risks, and recommendations. - Build strong working relationships with stakeholders to support execution and practical problem-solving. Continuous Improvement and Operational Insights - Use data, feedback, and stakeholder input to evaluate the effectiveness of programs, playbooks, and operating practices. - Identify opportunities to simplify workflows, reduce friction, improve consistency, and increase scalability. - Develop reporting or tracking mechanisms to provide visibility into program health, adoption, risks, and outcomes. - Influence decisions by providing operational context, data-informed insights, and clear recommendations. - Recommend improvements that strengthen readiness, execution quality, and operational efficiency. - Guide junior contributors or workstream partners on program practices and documentation standards as needed. - Perform other duties that support the overall objective of the position. Qualifications - Bachelor’s degree in Business, Operations, Communications, Organizational Development, or a related field, or equivalent practical experience. - Any combination of education and experience which would provide the required qualifications for the position. Requirements - 10+ years of progressive experience in program management, business operations, customer success operations, enablement operations, transformation, process improvement, or a related post-sales SaaS function. - Experience leading complex cross-functional programs, operating model initiatives, or process improvement efforts. - Experience translating business priorities into structured plans, governance mechanisms, communications, and measurable outcomes. - Experience developing or managing playbooks, process documentation, operating guidance, or enablement materials. - Experience influencing stakeholders and driving alignment across multiple functions, priorities, timelines, and dependencies. - Experience using data, feedback, and operational insights to support recommendations, prioritization, adoption, and continuous improvement. - Experience working in or supporting Customer Success, Customer Operations, Professional Services, Support, Revenue Operations, Enablement, or related client-facing operational environments. License/Certification - Required: None specified. - Preferred: Project Management certification, Change Management certification, Lean, Six Sigma, Agile, or process improvement certification, Customer Success or operations-related certification. Knowledge, Skills & Abilities - Knowledge of program and project management principles and operating cadences. - Knowledge of CRM, CSM, project management, workflow, and business operations systems. - Knowledge of Client Services and post-sales operating models. - Knowledge of Customer Success, client operations, enablement, and adoption practices. - Knowledge of playbook governance, documentation standards, and version control. - Knowledge of change management and stakeholder alignment methods. - Knowledge of process improvement and operational reporting practices. - Knowledge of methods for tracking program health, adoption, risks, dependencies, and outcomes. - Skill in translating priorities into structured program plans and execution rhythms. - Skill in managing complex workstreams across multiple stakeholders and timelines. - Skill in developing clear and usable playbooks, communications, and rollout materials. - Skill in identifying risks, blockers, decision points, and tradeoffs. - Skill in preparing leadership-ready updates and recommendations. - Skill in using data and feedback to assess effectiveness and recommend improvements. - Skill in facilitating cross-functional alignment and follow-through. - Skill in improving documentation standards, operating practices, and adoption mechanisms. - Ability to influence decisions through sound judgment, operational insight, and stakeholder alignment. - Ability to drive accountability and execution discipline. - Ability to convert ambiguous needs into structured plans, scalable processes, and measurable outcomes. - Ability to balance competing priorities, shifting timelines, and multiple stakeholder expectations. - Ability to communicate clearly with leaders, functional partners, and team members. - Ability to identify opportunities to simplify workflows and improve consistency. - Ability to support adoption of new tools, processes, and operating practices across assigned teams.