We're looking for a Senior Program Manager to lead Relay Product Excellence’s Project Management Office (PMO) and drive operational excellence across our organization. This role is critical as we scale our operations and implement transformative initiatives that directly impact our ability to deliver for customers. You'll be the strategic partner who turns ambitious goals into executable plans, builds the framework that enable teams to succeed, and ensures we're always raising the bar on how we work.
As our PMO leader, you'll own the strategic planning processes that guide our organization's direction—from multi-year roadmaps to quarterly business reviews. You'll establish governance frameworks that bring clarity to complex initiatives, build program management methodologies that scale across teams, and drive process improvements that eliminate waste and accelerate delivery. This isn't about managing projects in isolation; it's about creating the infrastructure and mechanisms that help the entire organization execute with precision.
The ideal candidate thrives in ambiguity, can simplify complex problems into actionable plans, and knows how to influence without authority. You'll need to be equally comfortable presenting to senior leadership and rolling up your sleeves to map processes with frontline teams. Your ability to build relationships across organizational boundaries, drive data-driven decision making, and lead change management efforts will be essential to your success.
Key job responsibilities

Key Responsibilities:

• Strategic Planning & Resource Management
• Own and manage critical strategic planning processes including multi-year roadmaps, quarterly business reviews, and initiative prioritization frameworks
• Lead Monthly Resource Reviews and operational planning cycles, ensuring alignment between strategic objectives and resource allocation
• Develop scenario planning frameworks and gearing ratio standards to support capacity planning and demand forecasting
• Establish PMO governance frameworks and mechanisms that drive operational excellence and ensure visibility across all strategic initiatives
• Process Design & Documentation
• Conduct comprehensive process mapping to document and analyze end-to-end workflows across the organization
• Develop, document, and maintain Standard Operating Procedures (SOPs) for all team processes with clear ownership and accountability
• Implement version control and regular review cycles for process documentation to maintain accuracy and relevance
• Program Execution & Delivery
• Build and implement robust program management methodologies that ensure timely delivery of complex, cross-functional initiatives at scale
• Own end-to-end program delivery from requirements definition through execution, ensuring alignment with business objectives
• Establish validation checkpoints, escalation paths, and communication cadences that keep stakeholders informed and initiatives on track
• Stakeholder Engagement
• Identify and map all process stakeholders across the organization to ensure comprehensive engagement
• Ensure all SOPs are reviewed and approved by relevant stakeholders through structured governance processes
• Conduct regular stakeholder reviews and feedback sessions through Weekly Business Reviews (WBR), Monthly Business Reviews (MBR), and Quarterly Business Reviews (QBR)
• Communicate progress and outcomes effectively to leadership at all levels, making data-driven recommendations to align with strategic goals
• Change Management & Adoption
• Lead change management efforts to ensure successful adoption of new processes, tools, and technologies across the organization
• Partner with global teams and regional stakeholders to evaluate and implement best practices and drive standardization
• Develop communication strategies and engagement plans to support organizational transformation initiatives
• Training & Knowledge Management
• Design and deliver comprehensive onboarding programs for new hires that accelerate time-to-productivity
• Create role-specific training modules and certification programs aligned with organizational competencies
• Develop ongoing training initiatives for existing team members to support continuous skill development
• Maintain training materials and ensure they reflect current processes, tools, and best practices
• Track training completion rates and effectiveness metrics to measure learning impact
• Implement knowledge management systems and best practice sharing mechanisms to scale organizational learning
• Performance Monitoring & Analytics
• Define and track Key Performance Indicators (KPIs) for all processes with clear targets and accountability
• Implement regular performance review cycles to monitor progress and identify improvement opportunities
• Create dashboards and reporting mechanisms for performance visibility across all levels of the organization
• Conduct root cause analysis for performance gaps and develop targeted improvement plans
• Quality Assurance & Compliance
• Implement corrective and preventive action (CAPA) processes to address issues systematically
• Ensure regulatory and internal compliance requirements are met through robust controls and documentation
• Establish quality gates and checkpoints throughout program lifecycles to ensure deliverable quality
• Team Leadership & Capability Building
• Provide strategic direction and mentorship to PMO team members, building capabilities in program management, process improvement, and strategic thinking
• Foster a collaborative, innovative, and data-driven culture within the PMO and across partner teams
• Develop team members' skills through coaching, feedback, and growth opportunities

Basic Qualifications

• Bachelor's degree or above in Operations, Business, Project Management or Engineering
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in SQL Server/MySQL
• • 7+ years of experience in program/project management or PMO leadership roles
• • Proven track record of establishing and managing PMO governance frameworks and mechanisms
• • Experience managing strategic planning processes and documentation (e.g., multi-year roadmaps, business reviews, quarterly planning)
• • Demonstrated experience leading organizational change management initiatives and driving adoption of new processes
• • Strong stakeholder management experience across multiple organizational levels, including senior leadership
• • Experience building and implementing program management methodologies and process improvement frameworks
• • Proven ability to manage complex, cross-functional programs at scale with measurable business impact
• • Experience using data and metrics to determine and drive improvements
• • Experience developing and maintaining SOPs, process documentation, and governance frameworks
• • Track record of designing and delivering training programs with measurable effectiveness

Preferred Qualifications

• Experience in business process improvement, Lean or Six Sigma
• • Master's degree, MBA, or PMP certification
• • 10+ years of program management experience with increasing scope and complexity
• • Experience in operations, supply chain, logistics, technology, or e-commerce environments
• • Experience working in global/matrix organizations with distributed teams
• • Experience with resource planning, capacity management, and demand forecasting
• • Track record of driving digital transformation initiatives and implementing new tools/technologies
• • Experience developing and delivering executive-level presentations and business documents
• • Demonstrated ability to work in ambiguous, fast-paced environments and drive clarity through complexity
• • Experience with compliance management, audit processes, and quality assurance frameworks
• • Background in learning and development, instructional design, or organizational development
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