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Manager, Program Management (Customer Operations) ID-2964

As both a people and program manager for a Customer Operations PMO, you'll oversee projects and programs delivering support features and improvements, and collaborate with Product, Engineering, and Operations to drive substantial improvements to both the customer experience and our Customer Operations team as we scale.

This role reports into our Director of Support Platforms and can be based remotely or in our New York City office.

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You’ll Get To...

  • Manage a team of project and program managers, coaching and enforcing project methodology, resolving blockers, and facilitating team development
  • Manage the portfolio of the PMO as a whole, balancing the workload of team members, and being responsible for overall delivery
  • Communicate progress, interdependencies, and change management needs regularly with Customer Operations leadership
  • Develop and maintain a system of tools, processes, and practices that ensure a smoothly running project delivery team
  • Collaborate with Customer Operations leadership to prioritize initiatives and manage resources throughout the project lifecycle - from requirements and planning, to rollout and measurement
  • Reserve bandwidth to personally manage projects, and to step in and assist in managing your team members' projects as needed
  • Partner with cross-functional teams such as Engineering, Product, Analytics, Design, and Operations to improve Customer Operations efficiency

Who We’re Looking For

  • Minimum 5 years of project management experience, ideally related to software, web technology, and/or business systems
  • Minimum 2 years of managing a team of project managers
  • Expertise in JIRA, or relevant tracking tools
  • Analytical and proven success using KPI measurement to improve workflows
  • Outstanding verbal and written communication
  • Strong interpersonal skills with the ability to influence without authority
  • Ability to handle multiple competing priorities in a fast-paced environment
  • Comfortable with scrum methodology, program management methodologies and ability to drive process efficiencies
  • Exceptional ability to track, mitigate risk, manage complex processes, and a desire to collaborate with multiple teams and multiple projects.
  • A natural strategic problem-solver. You are comfortable with ambiguity and overcoming impediments to deliver

Benefits & Perks

  • A choice between medical plans with an option for 100% covered premiums
  • Health Savings Account with Squarespace funding
  • Fertility and adoption benefits
  • Supplemental Insurance plans
  • Headspace mindfulness app subscription
  • Global Employee Assistance Program (available January 2025)
  • Retirement benefits with employer match
  • Flexible paid time off
  • 20 weeks for parental leave and up to 12 weeks to care for an ill family member
  • $100 per month remote Stipend
  • Access to supplemental insurance plans for additional coverage
  • Education reimbursement
  • Employee donation match to community organizations
  • 6 Global Employee Resource Groups (ERGs)

Manager, Program Management (Customer Operations) ID-2964

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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