The Operations Program Manager will be the central coordinator for scheduled operational activities affecting customers, production services and managed CPE fleets. You will maintain the authoritative global operations calendar and make sure every planned deployment, maintenance window, firmware rollout, migration, customer activity and operational event has the right scope, resources, dependencies, approvals, communications and execution plan. Reporting to the Operations Manager and the Director of Network Operations, you will connect customer project managers and internal program managers with Support, NOC, DevOps, Engineering, QA, Product and other delivery teams. Your success is measured by predictable execution, early conflict detection, clear accountability and fewer customer-impacting surprises; not by simply scheduling meetings or maintaining a project plan. Role mandate • Own the integrated schedule and coordination process for planned operational activities across regions, customers, services and technical teams. • Maintain one authoritative global calendar that shows activity windows, customer commitments, resource assignments, dependencies, conflicts, risk and status. • Drive each activity from intake through readiness, execution, validation, customer handoff and closure using clear milestones and accountable owners. • Align Support, NOC, SRE, DevOps, Engineering and other required resources without taking over their technical decisions or people-management responsibilities. • Provide leaders, customers and delivery teams with timely, accurate visibility into the forward schedule, capacity constraints, risks, decisions and outcomes. What you will own Global Operations Calendar & Portfolio Control • Maintain the single authoritative calendar for all scheduled operational work across customers, regions, and time zones - capturing activity type, scope, risk tier, dependencies, owners, and readiness status. • Identify and resolve scheduling collisions (shared resources, freeze periods, overlapping changes) before commitments are finalized. • Publish forward-looking views (24hr / 7-day / 30-day / quarterly) filterable by customer, region, service, and team. Activity Intake, Planning & Readiness • Set intake process and minimum lead times for deployments, migrations, firmware rollouts, and other planned work. • Turn requests into integrated activity plans (milestones, entry/exit criteria, sequencing, rollback, communications, closure). • Run readiness reviews to confirm approvals, runbooks, test evidence, and monitoring are in place. • Track decisions, risks, and dependencies; escalate gaps early with clear options and owners. Customer & Program-Manager Coordination • Act as the operational planning counterpart to customer PMs for work affecting their services or devices. • Maintain up-to-date records of customer maintenance windows, contacts, and escalation paths. • Align internal program timelines with the operations calendar, ensuring sufficient lead time. • Facilitate go/no-go checkpoints while leaving technical decisions to accountable owners. Cross-Functional Resource Orchestration • Identify required skills/coverage from Support, NOC, SRE, DevOps, Engineering, QA, and other teams for each activity. • Secure resource commitments (primary + backup) and track coverage through execution and post-activity monitoring. • Flag double-booking, fatigue, and single-person dependencies; coordinate handoffs across time zones and shifts. Execution Coordination & Communications • Facilitate kickoffs, checkpoints, and completion reviews for high-impact work. • Define communication plans (audience, channel, cadence, owner) for customers, leadership, and technical teams. • Monitor milestones and risks in real time, triggering escalation when windows are at risk. • Confirm validation, documentation, and handoff before closing out an activity. Governance, Reporting & Improvement • Report on upcoming work, conflicts, resource gaps, and outcomes. • Track metrics: on-time readiness, schedule adherence, rollback rate, change-caused incidents, communication timeliness. • Lead post-activity reviews and turn lessons into process/tooling improvements. • Partner with OSS Engineers to improve calendar and workflow tools while retaining process ownership. Required qualifications • 7+ years of program or project management experience, including at least 3 years coordinating technical operations, cloud, network, telecom, SaaS or production-service activities. • Demonstrated ownership of complex cross-functional schedules involving external customers and multiple internal technical teams. • Experience maintaining integrated plans, global calendars, resource forecasts, dependencies, risk registers, decisions, action logs and executive status reporting. • Strong understanding of production change, maintenance, deployment or release coordination, including readiness, implementation, validation, rollback and closure. • Ability to understand technical dependencies and ask effective questions across cloud services, infrastructure, software, networks and device operations without needing to be the technical implementer. • Exceptional written and verbal communication with the judgment to tailor updates for customers, executives, program managers and technical responders. • Proven ability to influence without authority, resolve competing priorities, hold owners accountable and escalate constructively with evidence and options. • Strong organization and attention to detail across concurrent activities, regions and time zones, including calm execution during changing conditions. • Experience with project/program tools, change-management systems, shared calendars, dashboards and collaboration platforms. • Experience with Jira, Jira Service Management, Confluence, Smartsheet, Microsoft Project, Monday.com, Asana or comparable planning and workflow platforms. • Bachelor's degree in business, engineering, information technology or a related field, or equivalent practical experience. Preferred qualifications • Experience in a service-provider, broadband, telecom, managed-network, cloud-platform or multi-tenant SaaS environment. • Experience coordinating production deployments, maintenance, migrations, customer cutovers, firmware rollouts or other controlled technical activities. • Working familiarity with cloud services, Kubernetes, CI/CD, observability, APIs, databases and messaging platforms. • Understanding of managed CPE environments involving broadband gateways, routers, ONTs, Wi-Fi/mesh systems, device onboarding, telemetry and firmware lifecycle. • Experience coordinating with 24×7 NOC, Support, SRE, DevOps and Engineering teams and planning safe handoffs across shifts and regions. • Experience creating portfolio-level calendar and resource dashboards using BI or reporting tools. • Familiarity with ITIL change enablement, release management, service transition, incident management and problem management. • PMP, PgMP, PMI-ACP, ITIL or comparable program, project or service-management certification. • Experience working directly with customer project managers and presenting readiness or risk to customer leadership. Working expectations • Coordinate globally distributed stakeholders and work across time zones; normal hours will vary when customer or production windows require coverage. • Provide Occasional evening or weekend meetings for critical activities tracking, plus occasional travel. • Maintain strong boundaries between program coordination and technical execution while remaining present through critical go/no-go and escalation points. • Travel occasionally for customer planning, major operational events or team workshops when required. This position is fully remote within North America. Please note that we are unable to offer visa sponsorship for this role. Annual salary range: $130,000 - $180,000