Senior Program Manager (Change Management)

Senior Program Manager (Change Management)

In this role, you will serve as a Senior Program Manager driving operational excellence and continuous improvement across enterprise-level customer support delivery operations. You will lead multiple large-scale programs focused on process efficiency, performance measurement, and change adoption. The ideal candidate will bring deep expertise in Lean Six Sigma methodologies, change management, and data-driven decision-making to streamline workflows, enhance cross-functional alignment, and deliver measurable business outcomes.

Key responsibilities include :

• Leading 23 concurrent large-scale process improvement programs, ensuring timely delivery, measurable impact, and alignment with organizational goals.
• Conducting data analysis, process mapping, and root cause analysis to identify inefficiencies and develop solutions that enhance operational performance.
• Applying Lean Six Sigma and continuous improvement methodologies to optimize customer support and delivery operations.
• Developing and maintaining Power BI dashboards and Azure DevOps reports to visualize performance metrics and support data-driven decision-making.
• Designing and implementing standard operating procedures, process documentation, and training materials to ensure long-term adoption and standardization.
• Leading change management initiatives, ensuring teams are engaged, prepared, and supported throughout transitions.
• Partnering with delivery, infrastructure, and operations teams to align process improvements with broader business objectives.
• Driving measurable performance improvements and reporting on KPIs to senior leadership and stakeholders.
• Facilitating value stream mapping sessions and other workshops to identify bottlenecks and prioritize high-impact opportunities.
• Mentoring and coaching cross-functional team members on process improvement principles and best practices.

Required qualifications include :

Salary range : $140,000 - $150,000 USD / annually. Equal opportunity employer.

Location : Remote, preferably in the Greater Seattle, WA Area