Program Manager, Business Operations & Strategic Initiatives

The Program Manager, Business Operations & Strategic Initiatives serves as a high-impact, cross-functional leader and strategic partner driving critical initiatives that advance value creation, operational excellence, and alignment with MRI’s strategic objectives. This role partners with leaders across Support, Client Success, Professional Services, Sales, Marketing, Product, IT, Finance, and other business functions to ensure alignment, execution, adoption, and successful delivery of critical initiatives.

A key area of focus will be partnering with leadership to improve operational effectiveness, enhance client experience, drive process improvements, and coordinate initiatives that increase organizational efficiency and scalability.

The ideal candidate combines strong program management expertise, organizational change leadership, operational acumen, and stakeholder management skills with experience working in client-facing, support-focused, or service delivery environments.

You Will:

• Strategic Program & Project Management: Lead the design, execution, and oversight of strategic, transformational, or value-creation projects across the organization (e.g. cost optimization, growth initiatives, M&A integration, systems implementation, process transformation). Act as project manager, project sponsor, or program manager: define business outcomes, scope, timelines, milestones, resource plans, stakeholder engagement, risk management, and governance.

• Stakeholder Engagement: Collaborate with cross-functional teams, including senior leadership, to define project scope, objectives, and deliverables, and ensure effective communication throughout the project lifecycle. Coordinate cross-functional workstreams, ensuring alignment among teams (finance, operations, product, marketing, HR, IT) and escalation to senior leadership as needed.

• Process Improvement: Identify opportunities for process optimization and implement solutions that enhance efficiency, productivity, and scalability within business operations.

• Risk Management: Proactively identify and address potential risks and issues, developing mitigation strategies to ensure project success.

• Performance Tracking: Establish and monitor key performance indicators (KPIs) to track project progress and impact, providing regular updates to key stakeholders.

• Resource Allocation: Efficiently allocate resources, including personnel and budget, to ensure optimal project execution and successful outcomes.

• Documentation and Reporting: Maintain comprehensive project documentation and prepare detailed reports for executive review and decision-making.

• Drive adoption of KPIs, dashboards, reporting frameworks, and under required data-driven decision making within the organization.

• Lead change management efforts, managing resistance, ensuring communications, training, and stakeholder buy-in.

• Mentor or manage junior team members supporting strategic initiatives or project work.

Qualifications & Experience:

Required

• Bachelor's degree in Business, Management, Technology, Operations, a related field, or equivalent related experience.

• 5+ years of program management, project management, or business operations experience.

• Experience leading complex, cross-functional initiatives involving multiple stakeholders and business functions.

• Experience supporting or partnering with Customer Support, Technical Support, Customer Success, Service Operations, or Professional Services organizations.

• Experience leading organizational change management, stakeholder engagement, or business adoption activities.

• Strong communication, facilitation, and relationship-management skills.

• Experience creating executive presentations, status reporting, and program dashboards.

• Demonstrated ability to influence and drive results without direct authority.

• Strong organizational, analytical, and problem-solving skills.

Preferred

• PMP, Prosci, Agile, Lean Six Sigma, or related certification.

• Experience in SaaS, software, or technology organizations.

• Background in support operations, service delivery, customer success, or operational excellence.

• Experience with business transformation or large-scale organizational initiatives.

• Experience leading AI initiatives, including identifying use cases, driving adoption, and coordinating cross-functional implementation efforts.

• Familiarity with CRM, customer support, or service management platforms.

• Experience applying formal change management methodologies such as ADKAR or Prosci.

Key Competencies

• Program Management

• Organizational Change Management

• Stakeholder Engagement

• Executive Communication

• Business Process Improvement

• Operational Excellence

• Customer-Focused Mindset

• Relationship Building

• Strategic Thinking

• Risk Management

• Influence Without Authority

• Continuous Improvement

Ideal Candidate Profile

• The ideal candidate is an organized, results-oriented program leader who thrives in complex environments and excels at bringing teams together to achieve common goals. They possess strong communication and relationship-building skills, are comfortable working across functions, and have experience leading initiatives that improve business operations, customer outcomes, and organizational effectiveness.

• The successful candidate brings a blend of program management expertise, organizational change leadership, and operational experience. They understand how to balance strategic priorities with practical execution and recognize that successful programs require both delivery excellence and stakeholder adoption.