Program Manager

Program Manager, Premium Support & Experience 12 months contract Remote in the UK Premium Support & Experience Operations provides differentiated support and protection for premium customers to enable growth and engagement on platforms. The team provides operational support and mitigates risks for high-profile partners, including creators, media, music, politics, government & social impact (including high-risk events and global elections), and subscribers. In this role, you will play a critical part in driving the organization towards delivering exceptional support experiences, protecting risk to client during high-risk events, and enabling AI-first transformation. You will own programs in a fast paced, ambiguous environment, moving fluidly between hands-on problem solving in operations and tooling and the strategic framing that connects your work to the broader organizational goals. We are looking for someone who is naturally curious, comfortable managing multiple competing priorities, and energized by bringing structure and simplicity to complex problems. Responsibilities Program Management: Manage programs end-to-end, facilitating collaboration across cross-functional teams, including defining project scope, goals, and deliverables, developing and executing project plans, coordinating with stakeholders to ensure alignment and buy-in, monitoring progress, identifying risks, and implementing mitigation strategies Operational Problem Solving: Dive deep into operational, workflow, and tooling issues to diagnose root cause and drive resolution, partnering directly with Operations, Product, and Engineering teams to unblock the frontline Strategic Thinking: Connect day-to-day execution to the long-term strategy for the organization, identifying the highest leverage opportunities and influencing prioritization across partner teams Experimentation and Innovation: Identify opportunities for experimentation to improve the effectiveness of human support processes, collaborating with cross-functional teams to design, implement, and evaluate new approaches Project Oversight: Manage the deployment of projects that build towards our goal of shifting our core operations to be AI-first, ensuring timely completion, quality, and alignment with business objectives Process Improvement: Analyze existing processes and identify areas for AI innovations, developing and implementing changes to increase efficiency, quality, and scalability Stakeholder Management: Build and maintain relationships with internal stakeholders, including Government, Politics, Advocacy and Compliance teams, Public Policy, Legal, Product, Engineering, and Operations teams, to ensure effective communication and collaboration Metrics and Reporting: Develop and track key performance indicators (KPIs) to measure program success, providing regular reports to stakeholders on project status, risks, and opportunities Minimum Qualifications Proven track record of successfully managing complex, cross-functional programs end-to-end with limited direction Experience operating in a fast paced and dynamic environment, managing multiple priorities and shifting scope Demonstrated hands-on experience troubleshooting operational processes and tooling issues through to resolution Experience thinking strategically and connecting individual programs to broader business objectives Understanding of customer support processes and AI technologies, and demonstrated experience adopting AI tools in day-to-day work Communication, collaboration, and stakeholder management skills, including experience influencing without authority Demonstrated experience in analyzing complex data sets and developing insights to inform decision-making Problem-solving skills, with the ability to think critically and creatively and to simplify and bring structure to complexity Experience working with ambiguity and independently defining a path forward Preferred Qualifications Experience working in a time sensitive and changing environment, including high-risk or crisis response events Experience supporting premium, enterprise, or high-profile partners Experience deploying AI or automation solutions in a support or operations environment Familiarity with agile methodologies and project management tools Certification in project management or a related field