Sr. Manager, Head of Business Program Management, Services Business

We are seeking a highly experienced Program Management leader to lead our PMO function for the Services Business Team. The Head of BPM will lead a team of project managers in highly cross-functional work. This role is accountable for the highest-level plan to drive growth across the services businesses while maintaining structured planning cycles, supporting executive decision-making, and reinforcing strong project management practices across the team.

This is a dual-track leadership role - the Head of Program Management manages a team of program and project managers to establish clear expectations for the PMO within the Services Business team. This person will teach and reinforce best practice standards while also serving as an individual contributor, directly owning and managing a program.

The ideal candidate brings strong leadership presence, operational discipline, and a hands-on approach to delivery. This person should be both a strategic leader and a functional doer - someone who elevates the craft of program management through high standards, direct mentorship, and consistent execution. The Head of Program Management leads a team of cross-functional program and project managers and maintains the organization's core project delivery rhythms: annual, quarterly, and monthly planning cycles, and particularly work-back schedules leading to executive reviews.

A significant portion of this role is people and process management: defining the standard for what "good" looks like on the Business Team and actively developing a team toward that standard. This means teaching fundamentals, building habits around accountability, and coaching project managers to take on increasingly complex scope over time. The best candidate for this role is someone who finds genuine energy in teaching the craft of program management - and who holds the line on expectations even when its hard.

This role also requires strong judgment - synthesizing competing priorities and complex options into a clear path forward, and managing the signal-to-noise ratio for senior stakeholders across a fast-moving portfolio. They will bring together numerous cross functional partners, including business , finance, product, design, marketing, analytics, PR, Retail and others. This role maintains visibility across a portfolio of Services businesses and initiatives, helping ensure alignment and disciplined execution across multiple lines of work. The role balances strategic oversight with hands-on awareness, staying connected to day-to-day delivery while guiding the broader direction of execution.

Equally important, the Head of Program Management models strong project management discipline, setting clear expectations, reinforcing accountability, and supporting the team in delivering consistent, high-quality outcomes.Managing Teams:

Lead and develop a team of project managers, with a strong emphasis on coaching foundational skills, building accountability, and increasing capacity to manage large-scope, complex work Establish clear expectations for the PM role on the Business Team, including meeting preparation, documentation quality, follow-ups, action tracking, and stakeholder communication. Consistently hold the team to those expectations Serve as a role model for strong PM discipline, demonstrating best practices in facilitation, documentation, follow-through, and stakeholder engagement Balance mentorship with accountability: invest in the growth of mid-career PMs while maintaining high standards for core PM responsibilities Lead the team in the practice of change management and stakeholder expectation management Demonstrate a hands-on leadership style, stepping in to support delivery, resolve challenges, and maintain momentum when needed

PMO Management:

Own the highest-level plan cross functionally to drive growth across the Services Business Team Ensure all workstreams are sequenced and aligned toward shared business objectives Synthesize complex workstreams into a single, primary roadmap, enabling cross-functional teams to work toward a unified goal Maintain visibility across a portfolio of Services businesses and initiatives, ensuring alignment, progress tracking, risk identification, and issue resolution across concurrent workstreams Facilitate coordination across businesses to manage dependencies and maintain alignment across shared initiatives Maintain and continuously improve project management processes, workflows, and artifacts to support clarity, transparency, and operational efficiency Ensure consistent use of standardized materials: project plans, timelines, meeting notes, action logs, risk logs, and executive reporting materials

Managing Stakeholders:

Partner closely with design, engineering, product, marketing, analytics, PR, and finance to drive alignment and maintain forward momentum across shared initiatives Manage the signal-to-noise ratio for cross-functional stakeholders - ensuring the most critical decisions and blockers are surfaced to the right people at the right time, and filtering out day-to-day complexity that doesnt require escalation Oversee and maintain annual, quarterly, and monthly planning cycles, ensuring alignment to organizational priorities and clear sequencing of work across the Services business Lead preparation and delivery of executive and leadership review cycles, ensuring clear visibility into progress, risks, dependencies, and required decisions

Individual Contribution

Serve as a hands-on individual contributor for our highest-priority programs, directly owning and managing secure projects within the Services Business Team portfolio Model the behaviors, standards, and practices expected of the PM team through direct delivery work Maintain a grounded, day-to-day connection to execution that informs and strengthens team leadership Minimum of 15 years of project and program management experience supporting complex, cross-functional initiatives Minimum of 5 years of direct people leadership experience managing and developing teams of project or program managers, including junior and mid-level ICs Minimum of 5 years of program management experience in complex corporate environments Demonstrated experience functioning as both a people manager and an individual contributor simultaneously Strong track record of establishing clear expectations and holding teams accountable to PM fundamentals - meeting preparation, documentation, follow-through, stakeholder communication Proven experience in structured project management environments with established standards, tools, processes, workflows, and artifacts Demonstrated experience maintaining visibility across multiple concurrent initiatives or portfolios Experience partnering across a broad range of cross-functional stakeholders including design, engineering, product, marketing, analytics, PR, and finance Proven ability to balance strategic leadership with operational execution Strong organizational discipline and attention to detail Bachelors Degree or equivalent work experienceExperience supporting delivery across multiple Services businesses and product lines Experience leading project delivery and support within complex, matrixed organizations Familiarity with structured project management methodologies (Agile, Waterfall, or hybrid environments) Experience supporting portfolio-level planning and executive governance rhythms Experience working with standardized reporting frameworks and executive dashboards MBA or equivalent