Strategic Program Manager, Global Business Group

This role will serve as the primary Global Business Group (GBG) Program Manager partnering directly with Cross Functional (XFN) Partners including Sales Strategic Planning & Operations, Marketing Science, Business Engineering, Creative Shop and HR to deliver reliable, high-quality execution.

You will directly manage programs while also shaping how our organization operates, helping manage interdependencies across concurrent initiatives, and ensure that program investments are prioritized and sequenced to deliver measurable business outcomes. You will partner with leaders and cross-functional stakeholders to translate organizational strategy into executable roadmaps, surface portfolio-level risks, and drive operational rigor across the programs you oversee.

The ideal candidate also demonstrates an AI-native mindset, approaching work with curiosity and a

bias toward experimentation. They instinctively reach for AI tools, adapt quickly to new workflows,

and view AI as a lever for greater impact by rethinking how work gets done.

This is a highly collaborative role that requires working across business, product, and engineering teams, as well as directly interfacing with and influencing leadership within and outside of our organization. You will need a demonstrated understanding of customer needs, industry trends and organizational effectiveness.

Responsibilities

• Collaborate with In-market leads and cross-functional teams to design, plan, and deliver service solutions that solve clients and business problems
• Lead the creation of holistic, omni-channel customer experience designs for new product and program launches
• Develop and implement strategies to improve service experiences based on clients feedback and industry trends
• Serve as the primary point of accountability for the organization across multiple complex workstreams — spanning diverse topics, stakeholders, and leadership teams
• Develop and maintain a deep understanding of clients' needs, behaviors, and potential issues within their experience
• Facilitate alignment across product, engineering, finance, and operations stakeholders to resolve competing priorities and unblock program execution
• Collaborate with senior leadership to communicate strategic vision and tactical updates
• Build scalable plans to deal with the most ambiguous situations, assessing resource needs and removing bottlenecks
• Leverage AI, automation, and modern tools at the highest level to drive operational efficiency, standardize program management practices, and generate insight across the portfolio
• Support business rhythm activities, including planning processes, business reviews, and OKR and goal-setting development
• Build and own efficient processes, tools, and systems for tracking progress, follow-ups, and KPIs - bringing structure and discipline to ensure nothing falls through the cracks at scale
• Build structured, systematic frameworks for decision-making based on data analysis and business insights
• Produce high-quality narratives, strategic content, thought leadership materials, and internal communications that are sharp, logical, fact-driven, and impressive in depth
• Deconstruct complex, cross-functional business problems into actionable parts that address a larger goal by identifying where to use AI to make work more effective and where people should lead

Minimum qualifications

• 6+ years of experience in program management, strategy and planning, sales, and/or operations
• Data Acumen: Proven ability to analyze business data, surface meaningful trends, and drive decisions grounded in evidence
• Proven track record of managing complex portfolios and successfully leading complex programs to deliver results
• Ability to lead multiple complex workstreams simultaneously — across diverse topics, stakeholders, and leadership teams. Build and own efficient processes, tools, and systems for tracking progress, follow-ups, and KPIs. Bring structure and discipline to ensure nothing falls through the cracks at scale
• Fast learner with the ability to go deep on a wide range of business topics and produce high-quality written output - narratives, strategic content, and communications that are fact-driven and impressive in depth
• Ability to build structured, systematic frameworks for decision-making, leveraging AI, automation, and modern tools at the highest level to drive efficiency and insight
• Strong analytical and problem-solving skills, with the ability to dissect business results, identify trends, and translate data into actionable solutions and recommendations
• Excellent communication and facilitation skills, with the ability to engage senior stakeholders, influence across all levels of the organization, and lead complex discussions with clarity and confidence
• Experience in designing and implementing portfolio governance frameworks, including program intake, prioritization models, and portfolio health reporting
• Experience developing integrated roadmaps and managing interdependencies across a portfolio of programs with competing priorities and shared resources
• Experience using data and defined metrics to evaluate program performance and inform portfolio-level investment and prioritization decisions
• Proven track record of working collaboratively with cross-functional teams and stakeholders at all levels of the organization
• Ability to work in a fast-paced environment, prioritizing multiple projects and deadlines
• Demonstrated understanding of industry trends and best practices in service design
• Experience applying AI with business context and judgement, maintaining high attention to detail for AI-augmented output so that it meets the business needs Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)
• Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies
• Experience working in a technology company or startup environment
• Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)
• Certification in program/project management or service design

Preferred qualifications

• Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)
• Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies
• Experience working in a technology company or startup environment
• Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)
• Certification in program/project management or service design