CX Technology Program Manager coordinating chatbot automation for Instacart’s grocery delivery platform. Driving support technology programs across Shopper and Customer operations.
About the role
- Program Manager overseeing interdependent initiatives within the Client Solution Center at Sun Life. Engaging with business leaders to optimize member experience and delivery across teams.
Responsibilities
- Own the end‑to‑end oversight of a portfolio of interdependent initiatives, ensuring work is prioritized, sequenced, and aligned to strategic objectives
- Lead initiative intake and prioritization, enabling effective trade‑off decisions
- Maintain an integrated portfolio view, including roadmaps, dependencies, risks, and key milestones
- Provide clear, executive‑ready visibility into portfolio health, delivery progress, and key decision points
- Own and maintain a consolidated change roadmap for initiatives impacting approximately 150 financial services consultants
- Coordinate change management strategies and communication approaches across teams to enable adoption and sustained outcomes
- Lead the coordinated planning and delivery of large, cross‑functional programs spanning multiple teams and workstreams
- Act as the primary connector across operations, technology, and business partners
Requirements
- Proven experience managing initiative portfolios and complex programs involving multiple teams and stakeholders
- Strong analytical, planning, and organizational skills with the ability to synthesize information into clear insights
- Bilingualism (French, English, both oral and written) is required for Quebec
- Experience developing and maintaining roadmaps and coordinating initiatives with significant frontline or operational impact
- Comfort managing ambiguity and shifting priorities while maintaining focus on outcomes
- Strong relationship-building skills and a collaborative, inclusive working style
- PMP certification (preferred)
- Familiarity with project, portfolio, or change management tools (e.g., Jira, Planview, Wrike, or similar platforms) (preferred)
Benefits
- Flexible Benefits from the day you join to meet the needs of you and your family
- Opportunity to move along a variety of career paths with amazing networking potential
- Inclusive and respectful work environment
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