Sr. Manager, Strategic Projects

Role Overview

We are seeking a highly motivated and detail-oriented Sr. Manager of Strategic Projects (Operations) to join our Customer Operations leadership team. This individual will play a critical role in driving strategic cross-functional initiatives, enabling operational excellence, and serving as a trusted partner to the SVP of Customer Operations.

The ideal candidate is a strategic thinker and strong operator—equally comfortable in high-level strategy discussions and day-to-day execution. They must be skilled at leading complex projects, fostering alignment across functions, and navigating difficult conversations with confidence and ease.

Key Responsibilities

- Lead and manage cross-functional strategic programs that impact Customer Operations and the broader organization.

- Partner closely with Customer Success, Support, Professional Services, Product, Engineering, and other teams to ensure alignment on strategic priorities and execution.

- Act as a trusted advisor to the SVP of Customer Operations, driving key initiatives and preparing leadership updates.

- Own the planning and execution of strategic priorities, including communication, change management, and process improvement.

- Facilitate and drive effective leadership meetings, ensuring clear outcomes, accountability, and follow-up actions.

- Provide structure, organization, and rigor in day-to-day execution across multiple programs simultaneously.

- Anticipate risks, surface critical issues, and drive resolution by bringing the right stakeholders together.

- Champion a culture of operational excellence, accountability, and continuous improvement.

Qualifications

- 10+ years of experience in program management, business operations, or a similar leadership role within software, SaaS, or technology-driven organizations.

- Proven track record of leading cross-functional initiatives with measurable business impact.

- Strong executive presence and ability to influence and drive ali...