Aquent
Program Manager [AQ-21062]
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Aquent Program Management Role
Aquent is proud to partner with a global technology leader that is at the forefront of innovation, dedicated to building cutting-edge platforms that connect billions of people worldwide. This organization is committed to fostering vibrant online communities, enabling creativity, and supporting high-profile users across its diverse ecosystem. They are driven by a mission to create engaging, safe, and impactful digital experiences.
We are seeking an exceptionally skilled and dynamic individual to step into a pivotal program management role within our client’s specialized support operations. This is an exciting opportunity to drive significant impact by shaping exceptional support experiences, safeguarding the organization’s interests during critical high-risk events, and spearheading an AI-first transformation. If you thrive in a fast-paced, ambiguous environment and are energized by bringing structure and simplicity to complex problems, you will play a critical part in enhancing our client’s offerings and protecting its expansive user base. You’ll move fluidly between hands-on problem-solving and strategic framing, directly contributing to the broader organizational goals and ensuring a seamless, high-quality experience for premium customers.
What You’ll Do
- Lead end-to-end program management, orchestrating cross-functional collaboration from defining scope and goals to execution, stakeholder alignment, risk identification, and mitigation.
- Deep dive into operational, workflow, and tooling challenges, diagnosing root causes and partnering with Operations, Product, and Engineering to resolve issues and unblock frontline teams.
- Formulate and drive strategic initiatives, connecting daily execution to long-term organizational vision, identifying high-leverage opportunities, and influencing prioritization across partner teams.
- Champion experimentation and innovation to enhance human support processes, collaborating on the design, implementation, and evaluation of novel approaches.
- Oversee the deployment of projects focused on evolving core operations towards an AI-first model, ensuring timely delivery, quality, and alignment with business objectives.
- Analyze and optimize existing processes, identifying opportunities for AI integration to boost efficiency, quality, and scalability.
- Cultivate and manage strong relationships with diverse internal stakeholders, including policy, legal, and operational teams, fostering effective communication and collaboration.
- Establish and monitor key performance indicators (KPIs) to measure program success, providing clear, regular reports on project status, risks, and opportunities to stakeholders.
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Must-Have Qualifications
- Solid experience in customer support, operations, program management, or a related domain.
- Demonstrated success in leading complex, cross-functional programs from inception to completion with minimal oversight.
- Agility and adaptability in a fast-paced, dynamic environment, adept at managing competing priorities and evolving scopes.
- Proven hands-on capability in troubleshooting and resolving operational processes and tooling challenges.
- A strategic mindset, capable of linking individual programs to overarching business objectives.
- Solid understanding of customer support processes and AI technologies, with practical experience in leveraging AI tools in daily workflows.
- Exceptional communication, collaboration, and stakeholder management abilities, including the capacity to influence without direct authority.
- Expertise in analyzing intricate data sets and deriving actionable insights for informed decision-making.
- Strong problem-solving acumen, with a talent for critical and creative thinking, and the ability to simplify complexity.
- Comfort and proficiency in navigating ambiguity and independently charting a clear path forward.
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Nice-to-Have Qualifications
- Experience in high-pressure, time-sensitive environments, including crisis response or high-risk events.
- Prior experience supporting premium, enterprise, or high-profile partners.
- Track record of deploying AI or automation solutions within support or operations contexts.
- Familiarity with agile methodologies and modern project management tools.
- Relevant certification in project management or a related field.
Client Description
Our Client is the largest social media company in the world. They have substantial B2B and B2C advertising and media platforms, as well as a nonprofit initiative. With the mission of bringing people together, they now boast over 2 billion users, and are rapidly developing as they influence the world around us.
Aquent is dedicated to improving inclusivity & is proudly an equal opportunities employer. We encourage applications from under-represented groups & are committed to providing support to applicants with disabilities. We aim to provide reasonable accommodation for any part of the employment process, to those with a medical condition, disability or neurodivergence.
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