Strategic Program Manager

About the company

At the company, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k) s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build the company should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at the company. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

As a Strategic Program Manager at the company, you will play a pivotal role in shaping the future of our customer experience within an increasingly AI-enabled environment. This is a unique opportunity for a seasoned program manager to drive significant strategic initiatives at the company.

You will partner closely with executive leadership across Customer Experience, Product, Engineering, Data, Design, and Operational Teams. You will navigate complex challenges, execute large-scale cross-functional programs, and bring the company's strategic vision to life. You will set the standard for how the company prepares the business for critical technical and operational change, ensuring our service model evolves seamlessly with new product and feature launches.

Your work will demand a deep customer obsession, strategic foresight, meticulous attention to detail, and a highly creative approach to problem-solving.

The Program Management Office (PMO) is at the heart of planning and executing the company's highest priorities impacting the customer. Directly supporting multiple teams, we drive impact through crystal clear priorities, robust roadmaps, and organizational rigor. We are committed to building operational excellence and continuously improving how we deliver outstanding service experiences.

• Lead and drive high-priority, cross-functional programs for the company, taking full ownership for their success or failure.

• Develop and manage comprehensive program and project plans, charters, and roadmaps for initiatives that interface with Product, Engineering, and Customer Experience.

• Expertly identify frameworks and design principles for programs that will generate success, and propose new, creative, and effective solutions.

• Collaborate with Engineering, Product & Design, and Business Technology teams to solve impactful problems across multiple initiatives, with an understanding of AI-driven solutions.

• Distill complex technical concepts into clear, actionable updates for stakeholders at all levels.

• Exhibit a systems-thinking approach to any program or decision, demonstrating a deep understanding of the interdependent relationships between teams, organizations, product/service offerings, and operational needs.

• Create and implement robust AI-enabled readiness plans to prepare the business for weekly and monthly launches, ensuring smooth change management.

• Shape effective reporting mechanisms and cadences for large audiences, both vertically and horizontally, providing data-driven insights and recommendations to enhance CX strategy.

• Consistently demonstrate influence with executive-level stakeholders through collaboration and presentations, serving as…