Senior Global Program Manager, Growth Strategy

Company Description

SquareTrade is the fastest growing company of its kind. We're revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Amazon, Walmart, The Home Depot to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews... and we're just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London. We are currently expanding in Europe and Asia Pacific, including Japan and Australia.

Job Description

In this role, you will serve as the central point of coordination for a global cross-functional team of internal and external stakeholders. Your responsibilities will evolve and expand over time.

Initially, you will be responsible for leading a large-scale services and systems integration with a major retailer's US, Canadian and European operations. As the program owner, you will be accountable for all facets of program planning, execution and delivery, and you will manage all internal and external stakeholder communications and expectations.

Upon successful completion of the program's end-to-end implementation and its transition to live status across all geographies, your responsibilities will shift to managing program strategy and operations. In this capacity, you will manage and be accountable for program performance across all regions, ensure consistent delivery of program SLAs, and collaborate with internal and external stakeholders to identify and execute program optimization and growth initiatives.

In this high-visibility role, you will be the retailer's primary point of contact throughout the program lifecycle and you will collaborate closely with the internal PMO, Marketing, Customer Experience, Supply Chain, Finance, Product and Engineering teams to implement and manage the program. To succeed in this role, you will need exceptional program management expertise, strong stakeholder management and communication skills, and the ability to problem solve, think strategically and make data driven decisions.

What's great about this role?

• You will have full ownership, from inception to launch and beyond, over your high-visibility program, which is a strategic priority for the company
• You'll get hands-on experience collaborating with cross-functional internal and external partners to design and deliver programs and innovations that matter to, and make a real impact on millions of real people
• You'll immediately have autonomy, be encouraged to gain a deep understanding of our business and bring your own ideas to the table.
• Your role and responsibility will evolve and expand over time ensuring continued professional development.
• With lots of variety in a fast-paced, entrepreneurial environment you won't get bored.

What does the ideal candidate look like?

• Exceptional program management and communication skills - you are the most organized person you know and you ensure nothing ever falls through the cracks and there are never any unexpected surprises.
• Intellectually curious, accountable and detail-oriented - you're passionate about asking questions, you take ownership and you can't remember the last time someone had to check or correct your work.
• Strong problem solving skills - you're scrappy, willing to think outside the box and you always figure out how to overcome the big, hairy challenge others give up on.
• Ambitious with a strong leadership track record - you'll go above and beyond to get results, and you are able to motivate others to do the same.
• Team player who is willing to get their hands dirty - you operate both at the strategic and tactical level, no task is too small or too big.

Responsibilities:

Program Leadership and Strategy:

• Lead and manage systems and services integration across multiple regions from inception to completion, ensuring alignment with organizational goals and business priorities.
• Develop comprehensive program roadmaps and schedules, ensuring efficient resource allocation and on-time delivery.
• Define program objectives, scope, and key performance indicators (KPIs) in collaboration with stakeholders.

Stakeholder and Cross-Functional Team Management:

• Serve as the primary point of contact for all internal and external program stakeholders.
• Foster strong relationships with cross-functional teams and external partners, ensuring effective collaboration and communication throughout the program lifecycle.
• Manage and align the expectations of stakeholders, ensuring clear communication on program status, risks, and dependencies.

Risk and Issue Management:

• Identify, assess, and mitigate risks and issues that could impact the successful delivery of the program.
• Proactively address challenges and develop solutions to ensure continuous progress and success.
• Escalate critical issues when necessary and provide guidance on resolving complex problems.

Performance Monitoring:

• Establish and track KPIs to monitor the program's progress and ensure alignment with defined goals and objectives.
• Ensure continuous tracking and reporting of program performance, including cost, schedule, and quality metrics.
• Provide regular updates to senior management, highlighting progress, potential roadblocks, and actionable insights.

Change Management and Transition Planning:

• Develop a change management plan to ensure a smooth transition as SquareTrade assumes responsibility for program operations
• Manage and support post-integration activities, ensuring the teams adapt to the new processes and systems effectively

Post-Launch Program Management:

• Oversee and manage the daily operations of the program, ensuring consistent adherence to partner SLAs, minimizing customer escalations, and successfully achieving all internal program KPIs.
• Continuously assess the program's performance and effectiveness, providing strategic recommendations for process improvements and innovative solutions.
• Collaborate closely with the retail partner to identify additional opportunities for optimization and growth, ensuring alignment with mutual business objectives.

Qualifications

• A minimum of 8-10 years of program management experience, with at least 4 years in a leadership role overseeing large, complex programs
• Extensive experience managing and executing internal and external partner communications for all stakeholder levels
• Bachelor's degree in Business Administration, Project Management, Engineering, or a related field.
• Demonstrated success in leading and managing cross-functional teams in the delivery of large-scale integration projects.
• Strategic thinker with an analytical mindset and a proven track record of effective leadership, problem-solving, communication and stakeholder management skills.

Nice To Have:

• An MBA / Masters degree or certifications such as PMP (Project Management Professional) or PgMP (Program Management Professional) are a plus.

Additional Information

At SquareTrade you'll have access to:

• Medical, dental and vision coverage with network optionality to support our dispersed workforce
• HSAs and FSAs
• Open access to mental health benefits including 1:1 therapy, coaching sessions and digital resources
• $75 monthly allowance to support self-care and well-being
• Up to 4% company match into 401(k)
• Supportive leave policies including paid parental, grieving and loss, and domestic violence protected leaves
• Paid Time Off
• Work flexibility
• Talent shares
• Tuition reimbursement
• Learning opportunities
• Hybrid work arrangements
• $80 monthly internet connectivity stipend
• Various corporate perks and discounts

The Team: http://www.squaretrade.com/leadership

(California Only) Pursuant to applicable law, SquareTrade estimates the possible base compensation for this role, if hired in California, to be within the following range: $140K-$180K

(Colorado Only) Pursuant to applicable law, SquareTrade estimates the possible base compensation for this role, if hired in Colorado, to be within the following range: $130K - $170K

SquareTrade is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive work environment for all employees. We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status.

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