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Role Description

This role offers the opportunity to lead a high-performing team responsible for optimizing support operations and ensuring excellence across all third-party vendor interactions. You will drive scalable business processes, partner cross-functionally to enhance operational efficiency, and influence strategic improvements across the support ecosystem. The position emphasizes leadership, process design, and quality management, ensuring a seamless and high-quality experience for both internal teams and external users. You will mentor program managers, guide change management initiatives, and track performance metrics to continually elevate the organization’s capabilities. This is a career-defining opportunity to combine operational strategy with people leadership in a dynamic, fast-growing environment that values transparency, collaboration, and user-centric outcomes.

• Lead a team of program managers to deliver high-quality support operations and business processes.
• Design, implement, and scale centralized processes that enable risk operations and other critical support functions.
• Partner cross-functionally to develop strategies that evolve support infrastructure and enhance operational efficiency.
• Own metrics and business outcomes associated with support processes, including user experience and operational effectiveness.
• Foster a team culture aligned with values of transparency, inclusion, empathy, and empowerment.
• Guide change management initiatives to enable and scale new quality processes across multiple workstreams.
• Support hiring, coaching, goal setting, and performance management for program management teams.

Qualifications

• 10+ years of experience in support operations, program management, consulting, business process analysis, or operations strategy.
• 8+ years of experience managing teams of program managers or equivalent leadership experience.
• Ability to manage multiple stakeholders with competing priorities and drive alignment toward shared goals.
• Skilled at tackling ambiguous problems and defining strategies that deliver measurable business impact.
• Strong critical thinking and data analysis capabilities, with experience handling large datasets.
• Proficiency in SQL or willingness to learn.
• Excellent communication skills with the ability to clearly convey complex topics to diverse audiences.
• Strong leadership presence with experience mentoring and developing high-performing teams.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive healthcare coverage including medical, dental, and vision plans.
• Flexible time off policies and paid holidays to support work-life balance.
• Opportunities for professional development, career growth, and leadership training.
• Supportive, inclusive, and collaborative work culture that values transparency and empowerment.
• Participation in cross-functional initiatives and exposure to strategic decision-making.