Staff Program Manager at Mozilla managing Trust & Safety programs. Collaborating with cross - functional teams to design and implement safety and compliance initiatives.
About the role
- Senior Program Manager leading program delivery and support operations across Canada. Ensuring compliance with Protected B security requirements in NG9-1-1 systems.
Responsibilities
- Lead medium-to-large programs, managing schedules, budgets, risks, and cross-functional alignment.
- Coordinate Program handovers ensuring support readiness including architecture, access, security requirements, and training.
- Plan and define program scope, ensuring each project contributes to broader strategic goals.
- Serve as an escalation point for customers, Sales, Engineering, and internal operational teams.
- Provide coaching, development, and performance management for technical staff.
- Identify risks and define mitigation strategies.
- Create and maintain schedules with both the customer and internal teams for maintenance activities.
- Ensure compliance with Government of Canada security policies and multi-tenant isolation requirements.
- Enforce role-based access control, privileged access restrictions, and data residency requirements.
- Ensure all personnel maintain required security clearances.
- Ensure proper handling of Protected B data including encryption, segregation, and retention obligations.
- Support seven-year data retention and secure storage requirements.
- Evaluate security impacts of changes and ensure Government of Canada change management compliance.
- Direct support teams across regions to ensure SLA commitments, resource planning, and 24/7 operational readiness.
- Oversee incidents, escalation, and problem management for key customer accounts.
- Monitor NG9-1-1 systems for threats and coordinate security incident response activities.
- Provide root cause analysis, corrective action plans, and incident reports.
- Support NOC oversight for Protected B environments.
Requirements
- 5+ years of experience in program management, technical support or information
- Bilingual (English/French) an asset
- Experience with NG9-1-1, NENA i3 security, or mission-critical public safety systems.
- Experience managing Large Programs.
- Excellent communication, stakeholder engagement, and customer-facing skills.
- Excellent interpersonal, presentation and listening skills interacting with a wide range of IT and management professionals, including executives.
- Proficient communicating at all levels within an organization.
- Strong organizational, analytical, and problem-solving abilities.
- Knowledge of Government of Canada security policies and Protected B data requirements.
- Experience managing customer support team and activities such as installation, remote monitoring, incident response, vulnerability management and resolution.
- Strong understanding of ICT (Information and Communications Technologies) infrastructure including telecom, networking, OS, hardware, and applications.
- Align cross-functional teams (engineering, product, design, finance, operations) toward shared objectives.
- Ability to proactively identify and implement risk mitigation and issue resolution strategies to ensure program success.
- Diploma in technology or a related field of study or related work experience.
- PMP or CAPM preferred (a certificate in PM will be considered for those with excellent track records)
Benefits
- Health insurance
- Drug-Free Workplace Program
- Compliance with security requirements
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Degree requirement
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