Strategic Programs Manager, Customer Experience & Ops

Motive; Lahore; On-site; PKR 2,400,000 - 4,800,000; Full time

Job summary

Motive is hiring a Support Program Manager to lead strategic, cross-functional initiatives that enhance the end-to-end customer experience. You will partner closely with Sales, QTO, OM, Billing, and Post Sales teams to identify opportunities, align stakeholders, improve processes, and deliver measurable outcomes.

You will own programs from problem definition to measurement, translate data into actionable insights, and design scalable processes that enable teams to operate consistently and

Qualifications

• 5+ years of experience in program management, business operations, strategy, customer operations, or a related field.
• Proven experience leading complex, cross-functional initiatives with multiple stakeholders and dependencies.
• Strong customer-experience orientation and ability to connect operational improvements to business outcomes.
• Excellent project planning, prioritization, risk management, and execution skills.
• Strong analytical ability, including metrics definition, data analysis, and insight communication.
• Ability to influence without authority and build trust across Sales, Operations, Finance, Billing, and Support teams.
• Excellent written and verbal communication, including executive-level storytelling and status reporting.
• Comfort operating in ambiguous, fast-paced environments and turning broad problems into actionable plans.

Responsibilities

• Own Support strategic programs from problem definition and business case development through implementation and measurement.
• Partner with Support, Sales, OM, Billing, and other cross functional teams to align goals, scope, milestones, dependencies, and decision rights.
• Identify customer journey pain points, operational gaps, and cross-functional friction that affect customer experience.
• Build program plans, governance routines, risk registers, success metrics, and executive-ready updates.
• Translate operational and customer data into insights, recommendations, and prioritized actions.
• Coordinate workstreams, resolve dependencies, and drive accountability across teams.
• Design scalable processes, documentation, tooling, and enablement that allow teams to operate consistently and independently.
• Track program outcomes and use feedback and data to refine solutions after launch.

Skills

Program management

Cross-functional initiatives

Customer experience

Project planning

Analytics

Job description

Motive is hiring a Support Program Manager to lead strategic, cross-functional initiatives that enhance the end-to-end customer experience. You will partner closely with Sales, QTO, OM, Billing, and Post Sales teams to identify opportunities, align stakeholders, improve processes, and deliver measurable outcomes.

You will own programs from problem definition to measurement, translate data into actionable insights, and design scalable processes that enable teams to operate consistently and