Program Manager, Business Operations & Strategic Initiatives

The Program Manager Business Operations & Strategic Initiatives serves as a high-impact cross-functional leader and strategic partner driving critical initiatives that advance value creation operational excellence and alignment with MRIs strategic objectives. This role partners with leaders across Support Client Success Professional Services Sales Marketing Product IT Finance and other business functions to ensure alignment execution adoption and successful delivery of critical initiatives.

A key area of focus will be partnering with leadership to improve operational effectiveness enhance client experience drive process improvements and coordinate initiatives that increase organizational efficiency and scalability.

The ideal candidate combines strong program management expertise organizational change leadership operational acumen and stakeholder management skills with experience working in client-facing support-focused or service delivery environments.

You Will:

• Strategic Program & Project Management: Lead the design execution and oversight of strategic transformational or value-creation projects across the organization (e.g. cost optimization growth initiatives M&A integration systems implementation process transformation). Act as project manager project sponsor or program manager: define business outcomes scope timelines milestones resource plans stakeholder engagement risk management and governance.

• Stakeholder Engagement: Collaborate with cross-functional teams including senior leadership to define project scope objectives and deliverables and ensure effective communication throughout the project lifecycle. Coordinate cross-functional workstreams ensuring alignment among teams (finance operations product marketing HR IT) and escalation to senior leadership as needed.

• Process Improvement: Identify opportunities for process optimization and implement solutions that enhance efficiency productivity and scalability within business operations.

• Risk Management: Proactively identify and address potential risks and issues developing mitigation strategies to ensure project success.

• Performance Tracking: Establish and monitor key performance indicators (KPIs) to track project progress and impact providing regular updates to key stakeholders.

• Resource Allocation: Efficiently allocate resources including personnel and budget to ensure optimal project execution and successful outcomes.

• Documentation and Reporting: Maintain comprehensive project documentation and prepare detailed reports for executive review and decision-making.

• Drive adoption of KPIs dashboards reporting frameworks and under required data-driven decision making within the organization.

• Lead change management efforts managing resistance ensuring communications training and stakeholder buy-in.

• Mentor or manage junior team members supporting strategic initiatives or project work.

Qualifications & Experience:

• Bachelors degree in Business Management Technology Operations a related field or equivalent related experience.

• 5 years of program management project management or business operations experience.

• Experience leading complex cross-functional initiatives involving multiple stakeholders and business functions.

• Experience supporting or partnering with Customer Support Technical Support Customer Success Service Operations or Professional Services organizations.

• Experience leading organizational change management stakeholder engagement or business adoption activities.

• Strong communication facilitation and relationship-management skills.

• Experience creating executive presentations status reporting and program dashboards.

• Demonstrated ability to influence and drive results without direct authority.

• Strong organizational analytical and problem-solving skills.

Preferred

• PMP Prosci Agile Lean Six Sigma or related certification.

• Experience in SaaS software or technology organizations.

• Background in support operations service delivery customer success or operational excellence.

• Experience with business transformation or large-scale organizational initiatives.

• Experience leading AI initiatives including identifying use cases driving adoption and coordinating cross-functional implementation efforts.

• Familiarity with CRM customer support or service management platforms.

• Experience applying formal change management methodologies such as ADKAR or Prosci.

Key Competencies

• Program Management

• Organizational Change Management

• Stakeholder Engagement

• Executive Communication

• Business Process Improvement

• Operational Excellence

• Customer-Focused Mindset

• Relationship Building

• Strategic Thinking

• Risk Management

• Influence Without Authority

• Continuous Improvement

Ideal Candidate Profile

• The ideal candidate is an organized results-oriented program leader who thrives in complex environments and excels at bringing teams together to achieve common goals. They possess strong communication and relationship-building skills are comfortable working across functions and have experience leading initiatives that improve business operations customer outcomes and organizational effectiveness.

• The successful candidate brings a blend of program management expertise organizational change leadership and operational experience. They understand how to balance strategic priorities with practical execution and recognize that successful programs require both delivery excellence and stakeholder adoption.