Senior Program Manager I

Role overview Lead performance and operational transformation across a global network of outsourced service providers. The position combines vendor strategy, customer experience, analytics, and cross-functional program leadership, with accountability for service quality, compliance, and delivery outcomes at scale.

Responsibilities - Own provider performance across customer experience, service levels, compliance, and quality assurance; lead executive governance and escalations. - Set operational strategies for shared services across the provider network and define useful metrics and dashboards with analysts. - Analyze performance trends, identify gaps, model scenarios, and prioritize corrective action. - Coordinate initiatives with operations, compliance, product, risk, training, quality, workforce management, and strategic partnerships teams. - Lead launches, provider transitions, and regulatory changes, preparing providers for adoption and sustaining improvements. - Turn provider insights into changes that improve customer experience and compliance; resolve systemic issues and promote continuous improvement.

Requirements - At least eight years of experience in provider or business process outsourcing management, operations, or a related field. - Strong analytical skills, including framing business questions, working with analysts on measurement tools, and performing independent analysis. - Demonstrated success using scorecards, governance, and structured interventions to hold providers accountable. - Experience leading large cross-functional programs with measurable results. - Strong communication and influencing skills with internal leaders and provider executives.

Nice to have - Experience overseeing provider networks with more than 2,000 agents across multiple regions. - Background in financial technology, technology, or fast-growing customer operations. - Familiarity with fraud, payments, or compliance operations, and the ability to explain complex data to senior leaders.

Benefits and work setup - Remote-first within the country of employment, with occasional office attendance possible and in-person onboarding for new hires. - Listed Canadian base pay range: $128,000–$188,000 per year. Compensation may also include equity, health coverage, monthly spending stipends, flexible time off, holidays, and an employee stock purchase plan.