Senior Program Manager

Summary

Join Vonage's dynamic team and contribute to innovating cloud communications for global businesses! As a Senior Product Operations Program Manager, you will implement processes and tools to enhance product delivery and launch. You'll lead cross-functional alignment, refine launch frameworks, and manage release activities. Post-launch, you'll focus on performance analysis, issue resolution, and continuous improvement. This role also involves supporting strategic initiatives and collaborating with various teams. The ideal candidate possesses strong leadership, communication, and analytical skills, along with experience in product operations and launch management. Join us to shape the future of connectivity!

Requirements

• 5+ years of experience in Product Operations, Product Management, or Program Management specific to Product Readiness and Launch activities
• Demonstrated expertise in product launch planning, execution, and post-launch analysis
• Strong leadership and interpersonal skills, with the ability to influence without direct authority
• Experience with agile development processes, product launch methods, operational readiness and GTM frameworks
• Experience with leading cross functional process improvement efforts using methodologies such as Lean/Six Sigma
• Experience developing, launching and managing the change management efforts associated with new product launch frameworks and processes
• Experience working with senior leadership to drive business goals and deliver on strategic initiatives
• Comfortable navigating technical discussions and able to communicate effectively with engineering teams
• Proficiency in JIRA, Confluence, and other project management tools
• Excellent analytical, problem-solving, and communication skills
• Bachelor’s degree in Business, Engineering, Computer Science, or a related field

Responsibilities

• Lead cross-functional alignment across Product, Engineering, Marketing, Sales, Customer Success, and Support to ensure all teams are prepared for product launches
• Refine and develop and execute product launch frameworks and tools, including readiness checklists, risk assessments, and operational playbooks
• Partner with Product Management and other Internal Stakeholders to define launch criteria, success metrics, and go/no-go decision gates
• Work closely with the Go-To-Market (GTM) and Enablement teams, ensuring internal teams have the necessary tools, training, and documentation for a successful launch
• Manage Release activities, including stakeholder updates, executive briefings, all in conjunction with GTM teams
• Work with Product Managers to ensure post-launch performance, including customer feedback, adoption trends and other metrics to identify improvement opportunities
• Collaborate with Customer Support and Success teams to track and resolve post-launch issues and ensure a smooth customer experience
• Develop and maintain feedback loops between Product, Sales, Customer Success and GTM to drive iterative improvements
• Confirm reporting in place for key post-launch KPIs, such as adoption rates, customer satisfaction, and operational efficiency
• From time-to-time this role may be required to support program management efforts designed to deliver key product and business initiatives

Preferred Qualifications

• Experience in SaaS, B2B, or Enterprise technology industries
• Knowledge of the CCaaS, UCaaS, and AI product landscape, including cloud technologies, APIs, and integrations
• Experience working with and developing Business Metrics.Tableau, SQL and product analyst experience is a plus
• Certifications including PMP, ITIL, Lean/Six Sigma, Agile are a plus
• Previous experience working with leading Consulting firm is a plus