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Program Manager
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Program Manager - Premium Support & Operations
We’re looking for an experienced Program Manager to join a fast-paced Premium Support & Operations team, helping deliver exceptional support experiences for high-profile and strategically important customers and partners.
Contract: 12 months
Location: Remote
You’ll own cross-functional programmes end-to-end, working across Operations, Product, Engineering, Legal, Policy and Compliance. You’ll combine strategic thinking with hands-on problem solving — improving processes, resolving operational and tooling challenges, managing risk, and driving initiatives that move operations towards an AI-first model.
Day-to-day responsibilities
- Own and deliver cross-functional programmes from planning through to completion
- Work with Operations, Product and Engineering teams to identify and resolve process, workflow and tooling issues
- Manage multiple priorities, timelines, risks and dependencies in a fast-moving environment
- Identify opportunities to improve support processes through AI, automation and experimentation
- Analyse data and performance metrics to identify trends, problems and opportunities
- Build project plans, track progress and communicate updates to key stakeholders
- Bring structure to ambiguous or complex problems and drive practical solutions
- Partner with Legal, Compliance, Policy and other teams where required
- Support high-priority or time-sensitive operational initiatives and risk management
- Identify ways to improve the efficiency, quality and scalability of support operations
- Influence stakeholders and drive decisions without direct authority
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What you’ll bring
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- 3+ years’ experience in programme/project management, operations, customer support or a related field
- Proven experience delivering complex, cross-functional programmes independently
- Strong problem-solving, analytical and organisational skills
- Experience improving operational processes, workflows or tooling
- Excellent stakeholder management and communication skills
- Comfortable working with ambiguity and managing competing priorities
- Experience using AI tools and a genuine interest in AI-driven transformation
- Ability to connect day-to-day delivery with wider business objectives
Desirable: Experience in high-risk or crisis environments, supporting high-profile or enterprise customers, or implementing AI/automation within operations.
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