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