Senior Program Manager - Technical Services Operations

THE ROLE

The Sr. Program Manager for Technical Services Global Operations will drive complex, enterprise-level programs that transform global Technical Services operations and deliver a consistent, high-quality customer experience at scale. In this cross-functional role, you will bring structure to ambiguity, translating operational signals and business priorities into global standards, governance frameworks, and measurable outcomes. You will collaborate closely with regional leaders, and cross-functional teams across Everpure to align priorities, foster accountability, and ensure operational changes are adopted worldwide. By establishing scalable operating mechanisms from the ground up, you will directly shape how technical services scale seamlessly across the globe.

WHAT YOU'LL DO

• Lead Enterprise Programs: End-to-end management of strategic global Technical Services programs from problem definition to delivery, defining milestones, risk mitigations, and success metrics that align with key business priorities. Coordinate execution across teams and ensure intended outcomes are achieved.
• Establish Global Standards & Governance: Define, maintain, and govern global case-handling standards, severity definitions, entitlement rules, and operational policies to drive consistency and accountability across all operating regions.
• Drive Continuous Operational Improvement: Analyze quality findings, post-mortems, CSAT/DSAT signals, and performance metrics to identify systemic gaps and deploy targeted process, tooling, or behavioral enhancements. Identify gaps, align regional stakeholders, and measure adoption.
• Enable Communication, Change, & Adoption: Develop communication and change strategies for operational changes. Craft clear executive updates, decision frameworks, and change management strategies-including manager enablement and training-to ensure global teams effectively adopt and sustain operational shifts.
• Manage Commitments & Corrective Actions: Own the global register of Technical Services commitments from post-mortems and operational reviews. Assign owners and due dates, track evidence and aging, remove blockers, escalate risk, and report status. Partner with incident/RCA owners without taking over their work.
• Quality: Improve case-audit compliance, QA rubrics, calibration, DSAT action tracking, and coaching follow-through. Turn findings into targeted actions and verify impact.

WHAT YOU BRING

• Experience: 8+ years in program management, technical or service operations, business operations, process excellence, or a related field. Bachelor's degree in business, operations, engineering, information systems, or a related discipline-or equivalent relevant experience.
• Enterprise Program Leadership: Proven ability to independently lead complex, cross-functional programs from problem definition through implementation, adoption, and measurable outcomes. Skilled in defining scope, milestones, governance, resources, dependencies, risks, decisions, and success measures.
• Operational & Analytical Excellence: Ability to translate operational data, customer signals, quality findings, case-audit results, QA rubrics, post-mortems, feedback, and launch reviews into practical standards, policies, tooling, and behavior changes. Experienced in measuring adoption and verifying sustained impact.
• Change Leadership & Adoption: Experience developing executive communications and change strategies; enabling managers; coordinating training and feedback mechanisms; assessing readiness; tracking adoption; and adjusting plans based on results.
• Cross-Functional Influence: Strong strategic judgment, executive presence, communication, and facilitation skills, with the ability to influence senior leaders and align regional and cross-functional teams without direct authority in ambiguous, fast-paced environments.
• Execution & Accountability: Strong discipline in managing risks, issues, dependencies, and corrective-action registers. Able to assign owners and due dates, track evidence and aging, remove blockers, escalate risk, and drive accountable closure.
• Relevant Domain Experience: Experience in enterprise technology, technical support, customer support, or global services. Familiarity with case-management, workflow, knowledge, or AI-enabled support tools; AI transformation; release readiness; serviceability; portfolio/VSEM management; or structured change practices is preferred.
• Preferred Certifications: PMP, Prosci, Lean/Six Sigma, or a comparable certification is preferred.

Location: We are primarily an in-office environment and therefore, you will be expected to work from the Lehi or North Carolina office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.

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