Staff Program Manager Operational Quality

You will monitor vendor performance against operational procedures and commitments, including uptime, recovery time, and on-time delivery. You will support escalation resolution, maintain accurate scorecard data, identify emerging risks, and improve monitoring and escalation processes using Lean and DMAIC principles.

Responsibilities

• Monitor vendor operational performance against procedures and commitments
• Flag performance deviations promptly
• Support active escalation resolution with category leads, the Command Center, and field operations
• Maintain scorecard and performance-data accuracy
• Identify and flag emerging operational performance risks
• Improve monitoring processes and escalation models using Lean and DMAIC principles

Requirements

• Bachelor's degree in Business, Operations, Engineering, or a related field, or equivalent practical experience
• 5+ years of relevant experience in operations, performance monitoring, quality management, or a related field
• Attention to detail and data-integrity experience maintaining scorecards or performance dashboards
• Ability to identify and escalate operational risks in a timely, organized manner
• Communication skills across cross-functional and multi-level stakeholder groups
• Ability to operate in a fast-paced, ambiguous environment with evolving priorities

Benefits

• Annual bonus
• Equity compensation