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.

• 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 work streams, 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.

• 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.

• 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…