Purpose of Position

The Program Manager, Service Strategy & Execution is accountable for the Service initiative portfolio, cross-functional orchestration, operating rhythm, and performance transparency of the global Service organization. This role actively manages the full Service portfolio-including Side B initiatives, ensures the right stakeholders are aligned to deliver that work, hosts and runs the Monthly Service Meeting, and owns Service inputs into WBRs.

This is a senior individual contributor role with real accountability for Service outcomes, including Owner Likelihood To Recommend scores. The role will partner with Global ELT members directly and is designed to free senior leaders to focus on strategy and decision-making by providing structure, rigor, and execution discipline across Service.

Tasks and Responsibilities

• Initiative & Portfolio Management (Foundation of the Role)
• Own and maintain a single, authoritative inventory of all Service initiatives
• Define and track scope, ownership, milestones, dependencies, risks, and outcomes
• Ensure sustained progress independent of meeting visibility
• Actively drive prioritization decisions, including sequencing, pausing, or closing work
• Cross-Functional Orchestration
• Engage the right functional and global partners based on portfolio needs
• Anticipate and resolve cross-functional dependencies and friction
• Maintain momentum between formal forums
• Service Operating Cadence & Leadership Forums
• Host, emcee, and facilitate the Monthly Service Meeting end-to-end
• Design agendas, meeting flow, attendee lists, and decision points aligned to portfolio priorities
• Build and own the presentation narrative and content (with inputs from teams)
• Ensure meetings result in clear decisions, actions, owners, and timelines
• Manage pre-reads, post-meeting summaries, and follow-through
• WBR & Executive Reporting
• Own Service inputs into Weekly Business Reviews (WBRs)
• Partner with BI&A to define metrics, strengthen data integrity, and evolve dashboards
• Ensure WBR content is decision-oriented and consistent with Monthly Service Meetings and executive updates
• Service Risk Management
• Own the Service risk register and ongoing risk inventory
• Identify emerging and systemic Service risks
• Track mitigation plans, owners, and timelines
• Partner with BI&A to build and maintain weekly Service risk dashboards

Note:

It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a list of essential job functions, please refer to the essential functions document for this job.

Education

Bachelor's in Business

Certifications and Licenses

Years of Experience

8-10 years of experience

Core Competencies

Adaptability
Collaboration
Curiosity
Service-Oriented
Strives For Positive Results

Knowledge, Skills, Abilities and Other (KSAOs)
• Demonstrated success leading complex, cross-functional initiative portfolios
• Strong executive presence with the ability to influence without authority
• Highly structured thinker with strong judgment and follow-through
• Comfort with performance metrics, dashboards, and data-driven narratives