Senior Finance Program Manager
New
J
JobgetherTechnology, customer operations
Remote position open to candidates residing in the United States, except the San Francisco Bay Metro Area, New York City Metro Area, and Washington, D.C. Metro Area.Full-TimeSenior
SalaryAnnual base salary of $102,042–$154,350 USD
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Job Details
- Experience
- 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or a related function, including direct ownership of high-severity escalations.
- Required Skills
- Project ManagementData AnalysisProcess improvement
Requirements
- Bring 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or a related function.
- Have direct ownership experience with high-severity escalations.
- Demonstrate success leading cross-functional process improvement programs from problem definition through implementation and adoption.
- Use structured problem-solving and data to make decisions, quantify business impact, and prioritize initiatives.
- Bring program and project management skills, including managing multiple workstreams, dependencies, and stakeholders in time-sensitive environments.
- Communicate complex situations clearly in written and verbal executive-level updates and recommendations.
- Apply customer-centric judgment and composure in sensitive or high-severity situations.
- Have a bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience.
- Experience in a SaaS, technology, or complex customer-operations environment is preferred.
- Experience developing escalation playbooks, SLAs, operating rhythms, dashboards, or audit-ready documentation is a plus.
- Experience coaching customer-facing teams on conflict resolution, de-escalation, and escalation prevention is preferred.
- PMP, ITIL, Six Sigma, or another relevant program, incident, or process-management certification is a plus.
Responsibilities
- Own priority customer escalations from initial triage through final resolution, including action planning, risk management, cross-functional coordination, and customer and executive communication.
- Coordinate accountability and alignment across Finance, Sales, Support, Customer Success, Product, Engineering, and partner teams.
- Prepare post-mortems and executive summaries, and track resolution progress, commitments, and follow-up actions through completion.
- Analyze escalation trends and quantify business impact to identify and prioritize process, product, workflow, and customer experience improvements.
- Lead cross-functional programs to standardize escalation workflows, service-level expectations, tooling, reporting, dashboards, and customer-facing processes.
- Develop systemic improvements to prevent billing and customer issues and improve operational scalability.
- Coach frontline teams on escalation prevention, de-escalation, customer communication, and escalation processes.
- Monitor metrics including resolution time, post-escalation CSAT and NPS, systemic issue resolution, SLA adherence, documentation quality, and stakeholder accountability.
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