Program Manager

Summary

Join Portoro, a tech-enabled property management company, as a seasoned Program Manager to lead the Operations team. You will drive critical business functions, manage a team of remote managers, and develop aligned solutions. This role requires analyzing root causes, executing a prioritized roadmap, and balancing individual contributions with team oversight. Success in this position demands cross-functional leadership, coaching skills, and a proven track record of operational excellence. You will be responsible for improving workflows, processes, and technological automations, while also enhancing customer acquisition, onboarding, and satisfaction. The ideal candidate is a creative problem-solver with exceptional communication and stakeholder management skills.

Requirements

• A minimum of 5 years of operations or program management experience in a high-growth environment, consulting, or business operations
• Previous experience leading initiatives and driving cross-functional outcomes, with some exposure to people management in a project or coaching capacity
• Deep understanding of customer needs and a commitment to delivering exceptional customer experiences
• Metrics-driven and results-oriented, constantly striving to exceed targets and deliver exceptional customer experiences
• Analytical mindset and fluency with numbers, transforming data into actionable insights using advanced Excel/Google Sheets skills such as pivot tables and lookups
• A creative problem solver, adept at removing obstacles and finding solutions to key business challenges
• Exceptional stakeholder and project management skills, effectively influencing and managing expectations with senior management and cross-functional teams
• Outstanding verbal and written communication skills, with the ability to influence business decisions

Responsibilities

• Directly manage several managers, providing coaching, direction, and accountability while maintaining your own individual contributions
• Drive initiatives from end-to-end by collaborating closely with Leadership as well as stakeholders across Sales, Product, Revenue Management, Finance, and other groups
• Deeply embed yourself in customer-facing teams to become an expert in their current workflows, tooling, automation, and data collection to develop a clear assessment of their efficacy
• Establish, develop, and/or improve customer-facing functions within our post-sales go-to-market strategy to better serve our customers
• Synthesize quantitative and qualitative data to unearth root causes from which you will identify and lead critical operational projects for our teams to achieve excellent outcomes
• Develop and execute strategies to enhance customer acquisition, onboarding, retention, value expansion, and satisfaction
• Create and implement new workflows, SOPs, reporting, automations, and tech/tooling solutions for customers and internal teams directly impacting their effectiveness
• Use data to make informed resource allocation decisions, determining high-impact short-term projects while continuing to keep sight of and progress toward our longer-term goals and objectives

Preferred Qualifications

• Prior exposure to customer-facing teams and Vacation Rental businesses
• Experience with business insights, data visualization, and dashboarding tools such as Tableau, Sigma
• Passion for leadership and developing talent, with the ability to build a strong, engaged, and high-performing team

Benefits

• Health, Dental, and Vision Benefits
• Unlimited Paid Time Off
• Regular company retreats and offsite meetings
• Work-from-home flexibility
• Company stock options