Manager, Program Implementation

Manager, Tools & Operations Optimization leads cross-functional efforts to drive operational excellence across employee-facing platforms, overseeing tool enhancements, backlog prioritization, incident management, automation opportunities, and end-to-end implementation with product, technology, and operations partners. Responsibilities include translating business needs into clear requirements, managing testing/QA, documenting processes, coordinating with CXSO XPE and Gratis teams, and serving as primary contact for multiple tooling initiatives while ensuring stability, efficiency, and scalability. Strong project management, stakeholder management, and ability to drive automation and process improvements are essential. Education and experience emphasize a Bachelor's degree and 5-7 years in related roles, with emphasis on aligning with business goals, producing high-quality documentation, and facilitating cross-functional collaboration.