Senior Program Manager M3 Job Listing at JDA TSG in Charlotte, NC (Job ID 1387-Charlotte, North Carolina, US)

Description

Overview

At JDA TSG, we equip world-class brands with top-tier talent and operational expertise, because we know our people are our true differentiator. As a Senior Program Manager (M3), you will act as a senior operational leader accountable for translating corporate strategy into execution, managing multi-tier teams, and driving program profitability. We believe long-term business growth relies on operational excellence, data-driven leadership, and developing strong people managers. By leading through M2 Operations Managers, shaping capacity plans, and partnering with executive client stakeholders, your work ensures scalable service delivery and trusted client partnerships across enterprise programs.

Reports To: Director of Operations
Location: Remote
Salary Range: $120,000/Yr - $125,000/Yr based on experience

Direct Reports: 25-35 

• Strategic Program Ownership & Financial Leadership: You will translate company, functional, and client strategy into actionable operating plans, priorities, and long-term business strategies. You will partner with Finance to manage program economics, shape capacity and workforce plans, and oversee labor utilization, headcount scaling, and operational margins for a program supporting 250+ employees. Success is measured by SLA achievement, gross margin performance, budget adherence, and revenue enablement.
  
  
• Operational Transformation & Root-Cause Excellence: You will establish operating rhythms, establish performance expectations, and use leading indicators and operational data to diagnose complex process defects before they impact business results. You will lead large-scale process improvements, technology implementations, and change management initiatives to improve scalability, quality, and delivery speed. Success is measured by process efficiency gains, quality metrics, error reduction, and workflow scalability.
  
  
• Manager Development & Cross-Functional Alignment: You will lead, coach, and develop a team of 6+ M2 Operations Managers and functional leads, building leadership capability and succession depth so managers independently run their operational areas. You will forge cross-functional partnerships across HR, Talent Acquisition, IT, Finance, and PMO to resolve competing priorities and align resources with program goals. Success is measured by manager development velocity, team retention, organizational health, and cross-functional project execution.
• Executive Stakeholder & Client Leadership: You will serve as a senior point of contact for key client executives, building trusted partnerships, leading quarterly business reviews, and managing complex escalations with data-driven solutions. You will anticipate client needs, communicate performance transparently, and identify opportunities to expand JDA TSG's strategic scope. Success is measured by client satisfaction scores, account retention, expansion indicators, and executive relationship trust.

• 8–10+ years of progressive professional experience in operations, program management, or business process outsourcing, with 5000+ span of control in remote environments.  
• 5+ years of direct leader of leaders' experience (200+ direct reports) including the management, coaching, and development of people leaders/managers (M2 level or equivalent).
• Proven financial acumen and business literacy, with demonstrated success managing program budgets, labor models, capacity planning, and operational margins.
• Demonstrated ability to conduct root-cause analysis, utilize data analytics, and lead large-scale process or technology transformations.
• Executive presence and communication skills to influence VP-level leaders, cross-functional stakeholders, and enterprise client executives.

• Comprehensive healthcare coverage and benefits package
• 401(k) with company match
• Professional development opportunities and executive leadership exposure
• Remote work environment with comprehensive technology support

We are an equal opportunity employer committed to building an inclusive workplace. To view our Equal Employment Opportunity (EEO) policy, please click here.

• 8–10+ years of progressive professional experience in operations, program management, or business process outsourcing, with 5000+ span of control in remote environments.  
• 5+ years of direct leader of leaders' experience (200+ direct reports) including the management, coaching, and development of people leaders/managers (M2 level or equivalent).
• Proven financial acumen and business literacy, with demonstrated success managing program budgets, labor models, capacity planning, and operational margins.
• Demonstrated ability to conduct root-cause analysis, utilize data analytics, and lead large-scale process or technology transformations.
• Executive presence and communication skills to influence VP-level leaders, cross-functional stakeholders, and enterprise client executives.

• Strategic Program Ownership & Financial Leadership: You will translate company, functional, and client strategy into actionable operating plans, priorities, and long-term business strategies. You will partner with Finance to manage program economics, shape capacity and workforce plans, and oversee labor utilization, headcount scaling, and operational margins for a program supporting 250+ employees. Success is measured by SLA achievement, gross margin performance, budget adherence, and revenue enablement.
  
  
• Operational Transformation & Root-Cause Excellence: You will establish operating rhythms, establish performance expectations, and use leading indicators and operational data to diagnose complex process defects before they impact business results. You will lead large-scale process improvements, technology implementations, and change management initiatives to improve scalability, quality, and delivery speed. Success is measured by process efficiency gains, quality metrics, error reduction, and workflow scalability.
  
  
• Manager Development & Cross-Functional Alignment: You will lead, coach, and develop a team of 6+ M2 Operations Managers and functional leads, building leadership capability and succession depth so managers independently run their operational areas. You will forge cross-functional partnerships across HR, Talent Acquisition, IT, Finance, and PMO to resolve competing priorities and align resources with program goals. Success is measured by manager development velocity, team retention, organizational health, and cross-functional project execution.
• Executive Stakeholder & Client Leadership: You will serve as a senior point of contact for key client executives, building trusted partnerships, leading quarterly business reviews, and managing complex escalations with data-driven solutions. You will anticipate client needs, communicate performance transparently, and identify opportunities to expand JDA TSG's strategic scope. Success is measured by client satisfaction scores, account retention, expansion indicators, and executive relationship trust.