Program Manager, Premium Support & Experience

Russell Tobin; Greater London; Remote; GBP 60,000 - 80,000; Full time

Job summary

PrideGlobal in the UK is seeking an experienced Program Manager to join its Premium Support & Experience Operations team. This 12-month contract role is remote in the UK with occasional US hours flexibility, and will involve spanning cross-functional programs, resolving operational issues, and driving AI and automation initiatives across operations.

You will work with Operations, Product and Engineering to deliver end-to-end programs, track KPIs, manage stakeholder expectations and support

Qualifications

• 3+ years of PM/Operations/Customer Support experience.
• Experience managing complex, cross-functional programs independently.
• Strong analytical and communication skills.
• Bachelor’s degree or equivalent; US hours flexibility.

Responsibilities

• Manage complex programs end-to-end from planning through delivery.
• Collaborate with Operations, Product and Engineering to resolve issues.
• Identify process improvements and AI/automation opportunities.
• Track KPIs, risks and progress; provide stakeholder updates.
• Support high-profile customers and time-sensitive operational activities.

Skills

Program management

Cross-functional work

Stakeholder management

AI awareness

Operations

Education

Bachelor’s degree

Tools

AI tools

Job description

PROGRAM MANAGER - PREMIUM SUPPORT & EXPERIENCE

UK - Remote

12-month contract

UK hours + occasional US hours flexibility

We’re looking for an experienced Program Manager to join a global technology organisation’s Premium Support & Experience Operations team.

You’ll manage cross-functional programs, solve operational and tooling issues, improve support processes, and help drive AI and automation initiatives across operations.

Key Responsibilities

• Manage complex programs end-to-end, from planning through delivery.
• Work with Operations, Product and Engineering to resolve issues and unblock teams.
• Identify process improvements and opportunities for AI/automation.
• Manage multiple projects and competing priorities in a fast-paced environment.
• Track KPIs, risks and progress and provide stakeholder updates.
• Support high-profile/premium customers and time-sensitive operational activities.

Requirements

• 3+ years’ experience in Program/Project Management, Operations or Customer Support.
• Proven experience managing complex, cross-functional programs independently.
• Strong operational problem-solving and stakeholder management skills.
• Experience working in a fast-paced, ambiguous environment.
• Understanding of AI technologies/tools and their application in operations.
• Strong analytical and communication skills.
• Bachelor’s degree or equivalent.
• Flexibility to occasionally work US hours.

Desirable

Experience with premium/enterprise customers, crisis-response environments, AI/automation deployment, agile methodologies or the technology sector.

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Equal Employment Opportunity

PrideGlobal and it’s affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment

PrideGlobal and it’s affiliates are a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.

Only applicable for Kentucky positions: For this type of employment, state law requires a criminal record check as a condition of employment. This applies to direct care staff (Examples: RN, LPN, Nurse Aides, Therapists) referred to Kentucky nursing facilities, assisted living communities, or long-term care facilities, in accordance with KRS 216.793.

For workers in the United States, PrideGlobal and it’s affiliates offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, pet insurance and employee discounts with preferred vendors.