Sr. Manager, Strategic Projects

We are seeking a highly motivated and detail-oriented Sr. Manager of Strategic Projects (Operations) to join our Customer Operations leadership team. This individual will play a critical role in driving strategic cross-functional initiatives, enabling operational excellence, and serving as a trusted partner to the SVP of Customer Operations.

The ideal candidate is a strategic thinker and strong operator—equally comfortable in high-level strategy discussions and day-to-day execution. They must be skilled at leading complex projects, fostering alignment across functions, and navigating difficult conversations with confidence and ease.

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  Lead and manage cross-functional strategic programs that impact Customer Operations and the broader organization.

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  Partner closely with Customer Success, Support, Professional Services, Product, Engineering, and other teams to ensure alignment on strategic priorities and execution.

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  Act as a trusted advisor to the SVP of Customer Operations, driving key initiatives and preparing leadership updates.

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  Own the planning and execution of strategic priorities, including communication, change management, and process improvement.

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  Facilitate and drive effective leadership meetings, ensuring clear outcomes, accountability, and follow-up actions.

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  Provide structure, organization, and rigor in day-to-day execution across multiple programs simultaneously.

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  Anticipate risks, surface critical issues, and drive resolution by bringing the right stakeholders together.

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  Champion a culture of operational excellence, accountability, and continuous improvement.

• 10+ years of experience in program management, business operations, or a similar leadership role within software, SaaS, or technology-driven organizations.

• Proven track record of leading cross-functional initiatives with measurable business impact.

• Strong executive presence and ability to influence and drive alignment across senior stakeholders.

• Exceptional organizational skills with the ability to manage multiple priorities simultaneously.

• Skilled at facilitating tough conversations and building consensus in complex situations.

• Experience driving organizational change and process improvements at scale.

• Excellent communication skills—both written and verbal—with the ability to distill complexity into clarity.

• Strategic mindset with strong analytical and problem-solving skills.

• Bachelor’s degree required; MBA or advanced degree preferred.