Senior Program Manager

The company’s Incident & Escalation Management (IEM) function coordinates cross-functional responses to critical customer situations and drives improvements to how we respond over time. We’re looking for a Senior Program Manager to strengthen the function’s ability to deliver its program priorities consistently across regions through focused planning, disciplined execution, clear visibility, and dependable follow-through.As an execution partner to IEM leadership, you’ll help turn strategic priorities and operational learnings into a measurable book of work. You’ll establish clear plans, ownership, operating cadences, risk visibility, and follow-through, while bringing an informed external perspective on relevant industry practices. You’ll partner with the IEM team and stakeholders across Technical Services, Engineering, Product, Customer Success, Sales, and other teams in the Americas, Asia Pacific, and EMEA.This is a program-management role - not an incident commander or technical investigator role. Functional leaders and incident responders retain accountability for strategy, policy, technical decisions, people leadership, and live operational response. You’ll own the execution system around prioritized work so leaders and subject‑matter experts can focus on customers, technical judgment, incident leadership, and their teams.We are looking to speak to candidates who are based in Toronto for our hybrid working model.What you’ll do
Own the IEM program of work and its supporting materials, maintaining a clear roadmap of outcomes, priorities, owners, milestones, dependencies, capacity considerations, commitments, and decisionsPartner with IEM leaders and sponsors to identify and prioritize strategic focus areas, assess opportunities to mature the function, and recommend practical improvements aligned with relevant industry practicesTurn ambiguous needs into scoped, measurable work. Clarify outcomes, sequence milestones, establish accountable owners, document decisions and delivery expectations, and coordinate technical and cross‑functional reviewsDrive delivery across Technical Services, Engineering, Product, Customer Success, Sales, and partner teams. Clarify accountability and handoffs, resolve dependency gaps, and surface blockers, capacity constraints, and resourcing risks early— with options and recommendationsEstablish and run planning, program‑review, and risk‑review cadences. Keep backlogs and program records current and decision‑ready, track commitments, facilitate decisions, and follow agreed actions through closureConnect IEM program works with the Customer Organization’s wider PMO, aligning planning, governance, dependencies, and reporting to ensure organizational alignment and visibilityHelp translate recurring incident and escalation patterns, post‑incident findings, customer‑impacting gaps, and corrective actions into prioritized improvement work with owners, timelines, milestones, and verifiable closure criteria. Coordinate root‑cause analysis completion and customer incident‑report delivery with clear ownership and quality expectationsAdvance incident‑response and escalation practices, including frameworks and playbooks, readiness, communications, training, simulation exercises, post‑incident review, and consistent implementation across teams and regionsPartner with data and tooling teams to improve operational instrumentation, metrics, reporting, workflow integration, and automation. Help ensure AI‑enabled workflows are appropriately governed, measured, and human‑reviewed.Mature program reporting by refining outcome and health measures, improving data quality and consistency, establishing baselines, and turning operational data into actionable insights - not simply reporting activity or optimizing a single response‑time metricPrepare concise updates, requirements, specifications, operating proposals, decision records, and executive‑ready summaries that make progress, trade‑offs, risks, and decisions clearCoordinate readiness and adoption so approved changes to processes, tooling, roles, communications, and operating procedures are understood, operationalized, and sustainedWhat success looks like
Priority initiatives have clear outcomes, accountable owners, realistic milestones, active risk tracking, and reliable follow‑throughLeaders have an accurate, timely view of program health, delivery risks, dependencies, capacity constraints, and decisions neededPost‑incident and post‑escalation learning becomes prioritized, durable improvement;
corrective actions haveclear owners and do not remain open‑endedReadiness, handoffs, communications, and closure practices become more consistent and measurable across teams and regionsEscalation Managers, Incident Commanders, and technical experts spend less time coordinating program work and more time applying their expertise to customers, incidents, and teamsProgram measures guide decisions and improvement, while execution reliability and stakeholder confidence increaseHow success will be assessed
The role will be evaluated on program health and operational outcomes - not meeting or status‑report volume. Measures will be baselined during the first 60–90 days and refined with leadership. They may include:The share of priority initiatives with clear outcomes, accountable owners, milestones, and active risk trackingInitiatives and process improvements completed and adoptedClosure rate and aging of post‑incident and post‑escalation actions, overdue actions, and unresolved dependenciesEvidence that recurring incident and escalation patterns are being addressed through durable process, tooling, or product changesStakeholder confidence in visibility, coordination, and decision follow‑throughSampled estimates of coordination time returned to operational leaders and subject‑matter expertsWhat you’ll bring
7–10 years of progressive program or project management experience, with a track record of growing responsibility - from coordinating smaller initiatives to leading complex, cross‑functional programs. Experience outside the technology sector is welcomeSignificant experience leading complex, cross‑functional programs in a global enterprise or similarly demanding environment, delivering through a matrix rather than relying on direct authorityDemonstrated experience with incident response, major‑incident management, customer escalations, crisis management, service operations, trust & safety, or closely related operational programs at scale. You understand the lifecycle from detection and triage through coordination, communication, mitigation, review, and follow‑throughA track record of building or improving operational programs - not only tracking projects - including governance, operating cadences, roles and handoffs, readiness, metrics, and continuous‑improvement mechanismsStrong project and program‑management fundamentals, including program prioritization, scope and outcome definition, sequencing, dependency and risk management, capacity awareness, backlog discipline, stakeholder alignment, delivery governance, and change adoptionExperience establishing useful operating cadences and decision‑ready reporting, and working with operational data to set baselines, interpret trends, and turn evidence into practical recommendationsThe ability to structure ambiguous requests into clear requirements, operating proposals, decision records, and measurable work.Excellent written and verbal communication, including concise updates for senior leaders and clear coordination across technical and cu
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