Program Manager

Job Title: Program Manager - Support Operations & Experience (EMEA) Location: UK (Remote) Contract: 12-Month Contract Remuneration: £36.06 Per hour Work Pattern: Remote with occasional flexibility to collaborate across US time zones About the Role We are looking for an experienced Program Manager to join a high-performing Support Operations team, driving strategic programs that enhance customer support experiences, improve operational efficiency, and enable AI-led transformation initiatives. This is an excellent opportunity for someone who thrives in a fast-paced environment, enjoys solving complex operational challenges, and can successfully lead cross-functional projects from concept through delivery. Key Responsibilities

• Lead complex, cross-functional programs from planning through execution and delivery.
• Drive collaboration across Operations, Product, Engineering, Policy, Legal, and other business teams.
• Identify and resolve operational, workflow, and tooling challenges through root cause analysis.
• Support AI and automation initiatives to improve processes, scalability, and customer experience.
• Develop project plans, monitor risks, and ensure successful delivery against objectives.
• Analyse data, generate insights, and provide reporting on program performance and outcomes.
• Influence stakeholders and drive alignment across multiple teams and priorities.
• Continuously identify opportunities for process improvement and operational innovation. Required Experience
• Experience in Program Management, Project Management, Operations, Customer Support, or a related field.
• Proven experience managing complex cross-functional projects end-to-end.
• Strong stakeholder management and communication skills.
• Experience working in fast-paced, high-growth environments with changing priorities.
• Demonstrated ability to solve operational and tooling-related challenges.
• Strong analytical skills with experience using data to support decision-making.
• Comfortable navigating ambiguity and independently driving initiatives forward.
• Exposure to AI tools, automation solutions, or operational transformation programs. Nice to Have
• Experience supporting enterprise, premium, or high-profile customers.
• Background in technology, digital platforms, or large-scale operations environments.
• Experience working in time-sensitive or high-risk operational settings.
• Knowledge of Agile methodologies and project management frameworks.
• Project Management certification. What You'll Bring ✅ Strong program management skills ✅ Strategic thinking with a hands-on approach ✅ Exceptional problem-solving abilities ✅ Stakeholder influence and relationship management ✅ Passion for operational excellence and innovation ✅ Ability to manage multiple priorities effectively