Program Manager - Customer Service Systems

Program Manager - Customer Service Systems

We are seeking a dynamic and results-oriented Program Manager for a critical Internal Customer Engagement program within our Technology organization. This high-impact role will be instrumental in fostering a deeply Embedded culture of customer-centricity across our tech teams. You will support the strategic implementation of initiatives focused on enhancing internal customer support, establishing meaningful satisfaction metrics, facilitating leadership alignment, improving internal communications, and cultivating a strong "one-team" ethos.

As a Program Manager, you will partner with business owners to drive the end-to-end success of this program, navigating complexity and ambiguity to deliver tangible results. This is an exciting opportunity for a builder who thrives on creating impactful change and empowering others.

Key Responsibilities:

• Program Governance Implementation: Define and enforce governance frameworks (roles, responsibilities, decision-making processes, and communication protocols).

• Quarterly Planning: Facilitate planning cycles, align on objectives, timelines, and resource needs.

• Monthly Reporting: Provide comprehensive updates on progress, risks, milestones, and overall program health.

• Meetings Coordination: Schedule, organize, and manage all program-related meetings with proper agendas and participation.

• Minutes & Action Tracking: Document discussions and follow up on action items to ensure execution.

• Buy-in Facilitation: Clearly communicate the vision and benefits of the program to stakeholders across levels.

• Key Results Management: Work with teams to define, track, and update measurable Key Results.

• Leadership Alignment: Facilitate alignment sessions with senior leaders to reinforce a customer-focused mindset.

• Communication Strategy: Develop and roll out clear, engaging internal communications to keep teams informed and engaged.

• One-Team Culture: Drive collaboration, trust, and knowledge-sharing initiatives across the tech org.

• Stakeholder Management: Build and manage strong relationships with senior and VP-level stakeholders.

• Prioritization & Problem Solving: Navigate conflicting priorities and ensure focus remains on delivering value.

• Networking & Influence: Build a broad network across teams to increase visibility, support, and momentum.

• Hands-On Execution: Be willing to get in the weeds to drive delivery, while enabling others to do the same.

What You'll Bring:

• Proven experience managing programs focused on internal customer experience and/or technology adoption.

• Strong understanding of technology and comfort working alongside engineering and product teams.

• Track record of working with senior stakeholders, including VPs and leadership teams.

• Excellent prioritization, communication, and problem-solving skills.

• Ability to manage ambiguity and drive structure where needed.

• A proactive, action-oriented mindset with a passion for building and delivering results.

Please send your CV or call Toni to discuss further.
We are an equal opportunities employment agency and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation, or age.

We champion differences in technology recruitment and work with clients who actively wish to diversify their talent force - ALL applicants are welcome to apply.