Senior Program Manager - Technical Services Operations
pure storageRaleigh, NC
Senior Program Manager - Technical Services Operations
Occupations
Project Management SpecialistsInformation Technology Project ManagersGeneral and Operations ManagersIndustries
Computer Systems Design ServicesAdministrative Management and General Management Consulting ServicesSoftware PublishersAbout the role
Overview:
In this role, you will lead large-scale enterprise programs to transform global Technical Services operations and deliver a consistent, high-quality customer experience. You will define global standards and governance, translate business priorities into measurable outcomes, and partner with regional teams to drive adoption worldwide. You’ll build scalable operating mechanisms to enable Technical Services to scale globally, shaping how we deliver service excellence. This opportunity offers impact across a fast-growing data platform and AI-focused organization with cross-functional collaboration. Compensation / Benefits flexible time off wellness resources company-sponsored team events
Responsibilities:
Lead end-to-end global Technical Services programs from problem definition to delivery Define and govern global case-handling standards, severity definitions, entitlement rules, and policies Analyze quality, CSAT/DSAT, and performance metrics to drive process or tooling improvements Develop change management strategies and executive updates to drive adoption Manage global commitments and corrective actions, track blockers, and report status Improve case-audit compliance, QA rubrics, calibration, and coaching follow-through
Key requirements:
8+ years in program management, operations, or related fields Bachelor’s degree in business, operations, engineering, information systems, or related discipline Experience leading cross-functional programs fromDefinition through implementation, adoption, and measurable outcomes Ability to translate data and signals into standards, policies, tooling, and behavior changes Change leadership and adoption experience with executive communications and training Strong cross-functional influence and ability to align regional teams without direct authority Experience in enterprise technology, technical support, customer support, or global services strong strategic judgment executive presence clear communication case-management/workflow/knowledge tools AI-enabled support tools AI transformation
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JOB OVERVIEW
Experience level
Manager
Location
Raleigh, NC
Occupation
Project Management Specialists
Industry
Computer Systems Design Services
Posted
today
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