Sr. Program Manager

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Program Manager based in India.** This is a high-impact individual contributor role focused on orchestrating critical programs within a rapidly growing Commerce organization. You’ll own release planning, program governance, risk visibility, and cross-functional execution across Product, Engineering, Customer Success, Support, Marketing, and Revenue Operations. The role sits at the intersection of customer experience, product delivery, analytics, and business strategy. You’ll turn complex priorities into structured programs with clear ownership, measurable outcomes, and predictable execution. A key part of the role is creating visibility into release health, customer sentiment, activation, retention, and critical blockers. You’ll work closely with senior leaders and stakeholders while building scalable processes and feedback loops that improve how teams plan and deliver. This opportunity is ideal for a data-driven program leader who can navigate ambiguity, influence without authority, and drive meaningful change across a global SaaS environment. ### Accountabilities - Partner with organizational leaders to define release objectives, success metrics, priorities, and execution plans for critical Commerce initiatives. - Build and maintain source-of-truth dashboards covering Commerce priorities, release health, key blockers, risks, customer sentiment, and other critical performance indicators. - Lead cross-functional programs spanning Product, Engineering, Customer Success, Support, Marketing, and Revenue Operations. - Translate strategic Commerce priorities into structured programs with clear owners, timelines, dependencies, milestones, and measurable outcomes. - Drive initiatives designed to improve customer activation, adoption, retention, and overall customer sentiment. - Own release planning and governance processes, improving predictability across the software development lifecycle. - Identify, track, communicate, and mitigate committed risks and dependencies before they impact delivery or customer outcomes. - Contribute to quarterly and annual planning by helping teams align priorities, resources, timelines, and expected business outcomes. - Establish and run effective operational cadences, including business reviews, stand-ups, post-mortems, and progress reviews. - Present program progress, risks, insights, and recommendations clearly to senior leadership and internal stakeholders. - Build scalable frameworks, processes, and customer feedback loops that improve execution and decision-making across teams. - Connect customer research, surveys, interviews, support insights, and product data back into the product development and release lifecycle. - Mentor team members and promote stronger program management practices across the organization. ### Requirements - **5–7 years of total professional experience**, with significant experience in Release Management, Product Analytics, Risk Management, Program Management, or related disciplines within a high-growth B2B SaaS environment. - **3–5+ years of experience working on cross-functional programs**, ideally involving multiple business and technical functions. - Experience working closely with Product Management and/or Customer Success teams on customer experience, adoption, activation, retention, or similar programs. - Strong analytical and data-driven mindset, with practical experience working with funnels, cohorts, retention metrics, experimentation, and self-service analysis. - Proficiency with **SQL and/or business intelligence tools** for analyzing performance data and generating actionable insights. - Strong customer empathy and experience interpreting qualitative and quantitative customer feedback, including research, surveys, interviews, and support insights. - Demonstrated ability to move between long-term strategic planning and detailed execution, process improvement, and issue resolution. - Excellent program management skills, with the ability to structure ambiguity, establish priorities, align stakeholders, and consistently drive outcomes. - Strong release management and governance capabilities, with experience improving SDLC predictability and delivery visibility. - Highly influential communicator who can drive change without direct authority and present complex information effectively to senior leadership. - Systems-oriented approach with a track record of creating scalable frameworks, operational mechanisms, processes, and feedback loops. - Strong risk identification, prioritization, problem-solving, and decision-making skills. - Ability to collaborate effectively across technical and business teams in a fast-paced, distributed environment. - High level of ownership, organization, adaptability, and attention to detail. ### Benefits - **Location:** Remote, India. - **Employment type:** Full-time. - **Role type:** Individual contributor with broad cross-functional organizational impact. - Opportunity to influence critical Commerce programs and release strategies within a high-growth SaaS environment. - High degree of ownership across program planning, governance, risk management, analytics, and execution. - Opportunity to work closely with Product, Engineering, Customer Success, Support, Marketing, Revenue Operations, and senior leadership. - Exposure to large-scale SaaS products, customer engagement, retention analytics, and complex cross-functional programs. - Remote-first working environment designed for global collaboration and flexibility. - Opportunity to build scalable operating mechanisms and influence how teams plan, execute, and measure outcomes. - Professional growth through exposure to strategic initiatives and senior stakeholders across multiple disciplines.