Business Program Manager - Capacity Change Management and Field Enablement

About the role

Program Strategy, Design & Execution Establish and maintain the shared change management practice for Capacity Shared Services, including common methods, templates, intake criteria, governance rhythms, stakeholder maps, change calendars, and measurement standards across AI and non-AI capacity initiatives.

Translate recurring questions, escalation patterns, and stakeholder needs into scalable intake, triage, approval workflows, business requirements, user stories, acceptance criteria, roles, handoffs, and controls. Partner with Engineering and the Capacity practice to design, test, launch, integrate, and sustain enablement capabilities within the broader Capacity Operating System.

Convert successful high-touch enablement motions into reusable intellectual property, templates, playbooks, and agents that can scale across Areas, segments, and partner motions.

Process Optimization & Operational Excellence Build and continuously improve self-service enablement tooling, including intake forms, AI-powered assistants, conversation guides, navigators, and playbooks that reduce manual effort and accelerate customer, partner, and field outcomes.

Coordinate contributors across Field, Partner, Customer Success, Engineering, Operations, and Capacity teams to drive alignment, manage dependencies, mitigate risks, facilitate decisions, and ensure successful execution. Drive transparency and consistency by sharing best practices, lessons learned, and reusable approaches across Capacity Shared Services.

Required: Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement OR equivalent experience.

Master's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement OR equivalent experience.

Experience leading large-scale cross-functional programs and organizational change initiatives, including stakeholder engagement, communications, readiness, adoption, governance, and continuous improvement. Proven ability to design, launch, and scale operational, enablement, self-service, customer-success, partner, or workflow programs that improve user experience, efficiency, and business outcomes.

Experience translating business and technical requirements into actionable plans, user stories, workflows, acceptance criteria, and launch strategies in partnership with engineering and technical teams. Strong program and project management skills, including planning, risk management, dependency tracking, stakeholder communications, data-driven decision making, and execution across complex environments without direct authority.

Experience leveraging cloud technologies, CRM/workflow platforms, low-code solutions, AI tools, and operational analytics to drive adoption, optimize processes, and deliver scalable business solutions.