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.