Customer Value & Growth Program Manager aligning cross - functional teams to prove customer value and grow spend. Driving lifecycle changes, ROI use cases and governance at Achievers’ employee recognition platform.
About the role
- Operations Program Manager coordinating global schedules, deployments, and customer-impacting activities for AXON Networks’ AI-driven ISP orchestration and networking platform.
Responsibilities
- Own the integrated schedule and coordination process for planned operational activities across regions, customers, services and technical teams
- Maintain the authoritative global operations calendar with activity windows, commitments, resources, dependencies, conflicts, risks and status
- Drive activities from intake through readiness, execution, validation, customer handoff and closure
- Identify and resolve scheduling collisions before commitments are finalized
- Publish 24-hour, 7-day, 30-day and quarterly forward-looking schedule views
- Establish intake processes and minimum lead times for deployments, migrations, firmware rollouts and planned work
- Create integrated activity plans with milestones, entry/exit criteria, sequencing, rollback, communications and closure
- Run readiness reviews and track approvals, runbooks, test evidence, monitoring, decisions, risks and dependencies
- Coordinate with customer project managers and maintain customer maintenance windows, contacts and escalation paths
- Align internal program timelines with the operations calendar and facilitate go/no-go checkpoints
- Orchestrate Support, NOC, SRE, DevOps, Engineering, QA and other resources, including primary and backup coverage
- Coordinate handoffs across time zones and shifts; flag double-booking, fatigue and single-person dependencies
- Facilitate kickoffs, checkpoints and completion reviews for high-impact work
- Define communication plans and monitor milestones and risks in real time
- Confirm validation, documentation and handoff before closing activities
- Report on upcoming work, conflicts, resource gaps and outcomes
- Track operational metrics including readiness, schedule adherence, rollback rate, change-caused incidents and communication timeliness
- Lead post-activity reviews and improve processes and tooling
- Partner with OSS Engineers to improve calendar and workflow tools while retaining process ownership
- Report to the Operations Manager and Director of Network Operations
Requirements
- 7+ years of program or project management experience
- At least 3 years coordinating technical operations, cloud, network, telecom, SaaS or production-service activities
- Demonstrated ownership of complex cross-functional schedules involving external customers and multiple internal technical teams
- Experience maintaining integrated plans, global calendars, resource forecasts, dependencies, risk registers, decisions, action logs and executive status reporting
- Strong understanding of production change, maintenance, deployment or release coordination, including readiness, implementation, validation, rollback and closure
- Ability to understand technical dependencies across cloud services, infrastructure, software, networks and device operations
- Exceptional written and verbal communication
- Ability to influence without authority, resolve competing priorities, hold owners accountable and escalate constructively
- Strong organization and attention to detail across concurrent activities, regions and time zones
- Experience with project/program tools, change-management systems, shared calendars, dashboards and collaboration platforms
- Experience with Jira, Jira Service Management, Confluence, Smartsheet, Microsoft Project, Monday.com, Asana or comparable platforms
- Bachelor’s degree in business, engineering, information technology or related field, or equivalent practical experience
- Ability to coordinate globally distributed stakeholders across time zones
- Ability to accommodate occasional evening/weekend meetings and occasional travel
Benefits
- Fully remote work arrangement
- Occasional evening or weekend meetings for critical activities tracking
- Occasional travel for customer planning, major operational events or team workshops
- Equal-opportunity and inclusive, diverse working environment
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