Senior Manager - Program & Project Management

Requirements and documentation • Work with business stakeholders and users to understand processes, pain points, and needs for your assigned area. • Translate business needs into clearly scoped, well-documented requirements with measurable outcomes. • Author BRDs that capture current-state processes and workflows, the future-state vision, and the changes needed to get there, leaving no ambiguity for engineering or stakeholders. • Maintain the roadmap and backlog for your area against priorities set with the CSP product lead. Execution and delivery • Partner with DT/CCX engineering counterparts to explain requirements, answer questions during build, and keep delivery on track. • Track milestones, dependencies, and status across your initiatives, and keep them current and visible at all times. • Surface risks and blockers early, and work with the right teams to resolve them. • Build the UAT approach for your area: recruit testers, write detailed test cases, and lead UAT execution end-to-end. • Coordinate release communications so CEG users and stakeholders know what is shipping, when, and what it means for them. Measurement and adoption • Define and track adoption and usage metrics for the features you deliver. • Build adoption instrumentation in partnership with the relevant analytics and platform teams, and report on usage and business impact. Stakeholder management and communication • Provide clear, regular status updates to the CSP product lead and stakeholders. • Proactively flag risks, tradeoffs, and mitigation options before they become escalations. • Build effective working relationships across CEG business stakeholders, DT, and cross-functional partners. Qualifications Required • 6+ years in product management, business systems analysis, or enterprise technology delivery. • Track record of gathering business requirements and translating them into clear documentation (BRDs, One pagers, or equivalent) for engineering teams. • Experience coordinating delivery in close partnership with engineering or DT teams, including tracking milestones, risks, and dependencies. • Experience owning UAT: writing test cases and leading test execution. • Strong written and verbal communication, with the ability to keep multiple stakeholders aligned. Preferred • Experience in a post-sales, customer success, or CS operations environment. • Familiarity with ServiceNow's platform, particularly as applied to internal tooling or CS workflows. • Experience with customer success platforms, CRM, or internal enablement tools. • Experience building adoption or usage dashboards and instrumentation (e.g. with analytics or BI tooling). • An eye for usable, intuitive UI/UX, with the ability to spot friction and represent user experience needs in requirements.

Mandatory Skills : Benefits Management, Project Planning, Pursuit/ Proposal Management, Risk/Crisis Management, Stakeholder Management