About workpinnacle
workpinnacle is a design‑driven technology platform that empowers entrepreneurs, creators, and growing businesses to build compelling brands and thriving online presences. With a suite of products that includes website building, domain registration, e‑commerce, marketing automation, scheduling, and social media management tools, workpinnacle serves millions of customers across more than 200 countries and territories. Our mission is to democratize sophisticated digital experiences, enabling anyone to launch, grow, and scale a business with confidence. Headquartered in the vibrant heart of New York City, workpinnacle also maintains a global footprint with offices and coworking spaces in Europe, Asia‑Pacific, and beyond. Our culture is rooted in creativity, collaboration, and relentless curiosity—values that drive every product, every project, and every employee.
Why This Role Matters
As the Manager of Program Management for Customer Operations, you will be the strategic engine that powers the delivery of high‑impact support features and operational improvements. Working at the intersection of Product, Engineering, Analytics, Design, and Operations, you will shape the roadmap that enhances the customer experience while scaling the internal Customer Operations team. This is a senior leadership position that reports directly to the Director of Support Platforms, offering you the autonomy to influence both tactical execution and long‑term strategic direction.
Key Responsibilities
- Team Leadership & Development: Lead, coach, and mentor a diverse team of project and program managers, instilling best‑in‑class project methodology, removing blockers, and fostering continuous professional growth.
- Portfolio Management: Own the end‑to‑end delivery of the PMO portfolio, balancing workloads, prioritizing initiatives, and ensuring on‑time, on‑budget delivery across all programs.
- Stakeholder Communication: Serve as the primary conduit for progress updates, inter‑dependency mapping, and change‑management communications with senior Customer Operations leadership.
- Process & Tool Optimization: Design, implement, and continuously refine a suite of tools, processes, and governance practices that enable a high‑performing project delivery engine.
- Cross‑Functional Collaboration: Partner closely with Engineering, Product, Analytics, Design, and Operations teams to identify efficiency gains, streamline workflows, and drive measurable improvements in customer support operations.
- Hands‑On Project Management: Allocate personal bandwidth to lead high‑visibility projects and step in to support team members when critical milestones require additional oversight.
- Strategic Prioritization: Work with Customer Operations leadership to align initiatives with business objectives, allocate resources wisely, and manage the full project lifecycle—from requirements gathering and planning through rollout, adoption, and performance measurement.
- Risk & Issue Management: Proactively identify, assess, and mitigate risks, ensuring that complex, multi‑team projects stay on track and deliver expected outcomes.
- Metrics‑Driven Improvement: Establish key performance indicators (KPIs) for program health, track outcomes, and use data‑driven insights to continuously refine processes and elevate operational efficiency.
Who We’re Looking For
- Minimum of 5 years of hands‑on project management experience, preferably within software development, web technologies, or enterprise business systems.
- At least 2 years of proven experience leading and developing a team of project managers.
- Deep expertise with JIRA or comparable agile tracking tools, including custom workflow creation and reporting.
- Demonstrated ability to use KPI measurement and analytics to drive workflow improvements and operational excellence.
- Exceptional verbal and written communication skills, with the ability to convey complex ideas clearly to technical and non‑technical audiences.
- Strong interpersonal influence—able to lead without direct authority and build consensus across cross‑functional teams.
- Comfortable thriving in fast‑paced environments, juggling multiple competing priorities while maintaining focus on strategic goals.
- Solid grounding in Scrum, program management methodologies, and a track record of implementing process efficiencies.
- Expertise in risk identification, mitigation, and complex process management, coupled with a collaborative mindset.
- Strategic problem‑solver who embraces ambiguity, overcomes impediments, and delivers results.
Essential Skills & Competencies
- Agile & Scrum Mastery: Ability to coach teams in agile practices, facilitate ceremonies, and adapt processes to evolving business needs.
- Analytical Acumen: Proficiency in data analysis tools (e.g., Excel, Tableau, Looker) to translate metrics into actionable insights.
- Leadership Presence: Confidence to represent the PMO at executive forums, influence senior stakeholders, and champion customer‑centric initiatives.
- Change Management: Experience guiding organizations through change, ensuring smooth adoption of new tools, processes, and technologies.
- Technical Fluency: Understanding of software development lifecycles, APIs, and cloud‑based platforms to effectively partner with engineering teams.
- Communication Excellence: Ability to craft compelling narratives, executive summaries, and detailed project documentation.
- Collaboration & Influence: Proven track record of building strong relationships across product, engineering, design, analytics, and operations.
- Strategic Vision: Capacity to see the big picture, align program outcomes with business objectives, and drive long‑term value creation.
Career Growth & Learning Opportunities
workpinnacle invests heavily in the professional development of its leaders. In this role, you will have access to:
- Executive mentorship from senior leaders within the Support Platforms organization.
- Leadership development programs focused on strategic thinking, people management, and advanced program management techniques.
- Opportunities to lead high‑visibility, cross‑functional transformation initiatives that directly impact millions of customers.
- Continuous learning stipends for certifications (e.g., PMP, Agile Certified Practitioner, Scrum Master) and industry conferences.
- Rotational exposure to other product verticals, enabling you to broaden your expertise across the full workpinnacle ecosystem.
Work Environment & Culture at workpinnacle
Our culture celebrates curiosity, creativity, and collaboration. Whether you work remotely or from our New York City office, you will experience:
- A flexible, results‑oriented work model that trusts you to deliver impact on your own schedule.
- Inclusive employee resource groups (ERGs) that foster community, belonging, and shared purpose.
- Regular “innovation days” where teams experiment with new ideas, tools, and processes.
- A transparent leadership style that encourages open dialogue, feedback, and continuous improvement.
- State‑of‑the‑art collaboration tools and a supportive IT environment that empowers remote teamwork.
Compensation, Perks & Benefits
workpinnacle offers a competitive total rewards package designed to support your financial security, health, and well‑being.
- Cash Compensation: Salary range of $135,500 – $239,200 USD, commensurate with experience, skill set, and location.
- Performance Incentives: Eligibility for annual incentive awards tied to individual and company performance.
- Medical Coverage: Choice of comprehensive medical plans, with an option for 100% premium coverage.
- Health Savings Account (HSA): Employer‑funded contributions to help you manage qualified medical expenses.
- Fertility & Adoption Support: Generous benefits to assist with family‑building journeys.
- Supplemental Insurance: Additional coverage options for life, disability, and critical illness.
- Mental‑Wellness: Headspace mindfulness app subscription and a global Employee Assistance Program.
- Retirement Savings: 401(k) plan with employer matching contributions.
- Flexible Paid Time Off: Unlimited PTO policy, plus 20 weeks of parental leave and up to 12 weeks for family caregiving.
- Remote Work Stipend: $100 per month to support home‑office setup.
- Education Reimbursement: Funding for tuition, certifications, and professional development courses.
- Community Impact: Employee donation matching program to amplify charitable contributions.
- Employee Resource Groups: Six global ERGs that celebrate diversity, inclusion, and shared interests.
Cash Compensation Range: $135,500 – $239,200 USD
The base salary for this position will vary based on job‑related criteria including relevant skills, experience, and location, among other factors. In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on‑target commissions or overtime pay), workpinnacle employees are eligible to receive an incentive award as part of their total compensation.
Our Commitment to Diversity, Equity & Inclusion
workpinnacle serves a global community of creators, entrepreneurs, and innovators. We believe that a diverse workforce fuels creativity and drives better outcomes for our customers. We are committed to providing equal employment opportunities for all applicants, regardless of race, color, ethnicity, ancestry, religion, national origin, gender, gender identity or expression, sexual orientation, age, disability, veteran status, or any other characteristic protected by law. Our inclusive culture ensures that every voice is heard, respected, and valued.
Ready to Shape the Future of Customer Operations?
If you are a strategic leader with a passion for program excellence, a talent for building high‑performing teams, and a desire to make a tangible impact on millions of users worldwide, we invite you to join workpinnacle. Bring your expertise, curiosity, and collaborative spirit, and help us elevate the customer experience to new heights.
Apply today and become a catalyst for transformation at workpinnacle.
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