Program Manager III , Relay Operations Center (ROC)
We are seeking a Sr. Program Manager to drive program integration, intake management, and strategy execution across the Relay Operations Center (ROC). In this role, you will lead the end-to-end program intake lifecycle—including new business intakes, SOP/Standard Work intake, review and approval processes, change communication, goal management, and high volume event (HVE) readiness management. You'll build comprehensive intake frameworks, define clear approval workflows, and proactively mitigate risks to ensure successful integration of new programs and processes at scale. This position requires exceptional communication skills, problem-solving abilities, and workflow management expertise to navigate complex cross-functional programs with significant business impact.
As a Sr. Program Manager, you'll serve as a critical liaison between ROC Operations, Quality, and Learning & Development teams, facilitating meaningful collaboration that translates strategic priorities into actionable program plans. You'll be responsible for streamlining intake processes, eliminating inefficiencies, and establishing metrics to track program success while balancing operational feasibility with organizational objectives. Additionally, you will provide strategy execution support for the ROC Quality and ROC Learning & Development teams, ensuring alignment between strategic goals and day-to-day program delivery.
Key job responsibilities
- Design and manage comprehensive program intake frameworks for new business intakes, SOP/Standard Work submissions, and process change requests, ensuring alignment with ROC organizational objectives and identifying co-dependencies between teams.
- Lead the SOP/Standard Work intake, review, and approval process by facilitating cross-functional collaboration, managing approval workflows, and ensuring timely disposition of all submissions.
- Develop and execute change communication strategies that ensure all stakeholders are informed, aligned, and prepared for operational changes across ROC teams.
- Own goal management processes by partnering with ROC leadership to establish, track, and report on organizational goals, ensuring visibility and accountability across Quality, Learning & Development, and Operations teams.
- Drive high volume event (HVE) readiness management by coordinating cross-functional preparation activities, establishing readiness criteria, and ensuring operational teams are fully prepared for peak demand periods.
- Provide strategy execution support for ROC Quality and ROC Learning & Development teams by translating strategic objectives into actionable program plans, tracking execution milestones, and reporting progress to senior leadership.
- Proactively identify and mitigate program risks by conducting thorough assessments, developing contingency plans, and ensuring timely escalation of critical issues to appropriate stakeholders.
- Develop and implement process improvement strategies that streamline intake workflows, eliminate inefficiencies, and enhance operational performance through data-driven analysis and metrics tracking.
A day in the life
Your typical day involves a mix of strategic planning and tactical execution. You'll begin with coordination meetings across ROC Operations, Quality, and Learning & Development stakeholders to align on intake priorities and address emerging program needs. Throughout the day, you'll spend time managing the program intake pipeline, reviewing SOP/Standard Work submissions for approval, drafting change communications, and tracking goal progress across teams. You'll coordinate HVE readiness activities, ensuring cross-functional teams are aligned on preparation milestones. You'll collaborate closely with Quality and L&D teams to ensure their strategic initiatives are translated into executable program plans, while continuously evaluating progress against established metrics and reporting outcomes to senior leadership.
About the team
The ROC Program Management Office (PMO) serves as the operational backbone of the Relay Operations Center, ensuring that all program intakes, process changes, and strategic initiatives are managed with rigor and delivered with excellence. Our mission is to enable ROC to scale efficiently by providing structured intake management, seamless program integration, and strategy execution support across Quality and Learning & Development functions. We drive alignment between operational teams and organizational goals, ensuring that every change is communicated effectively and every program is delivered on time and to standard.
We are committed to advancing efficiency and elevating operational standards through disciplined program management practices. By fostering close partnerships between Operations, Quality, and Learning & Development, we create scalable frameworks that deliver meaningful impact and enable sustainable growth across the ROC organization.
As a Sr. Program Manager, you'll serve as a critical liaison between ROC Operations, Quality, and Learning & Development teams, facilitating meaningful collaboration that translates strategic priorities into actionable program plans. You'll be responsible for streamlining intake processes, eliminating inefficiencies, and establishing metrics to track program success while balancing operational feasibility with organizational objectives. Additionally, you will provide strategy execution support for the ROC Quality and ROC Learning & Development teams, ensuring alignment between strategic goals and day-to-day program delivery.
Key job responsibilities
- Design and manage comprehensive program intake frameworks for new business intakes, SOP/Standard Work submissions, and process change requests, ensuring alignment with ROC organizational objectives and identifying co-dependencies between teams.
- Lead the SOP/Standard Work intake, review, and approval process by facilitating cross-functional collaboration, managing approval workflows, and ensuring timely disposition of all submissions.
- Develop and execute change communication strategies that ensure all stakeholders are informed, aligned, and prepared for operational changes across ROC teams.
- Own goal management processes by partnering with ROC leadership to establish, track, and report on organizational goals, ensuring visibility and accountability across Quality, Learning & Development, and Operations teams.
- Drive high volume event (HVE) readiness management by coordinating cross-functional preparation activities, establishing readiness criteria, and ensuring operational teams are fully prepared for peak demand periods.
- Provide strategy execution support for ROC Quality and ROC Learning & Development teams by translating strategic objectives into actionable program plans, tracking execution milestones, and reporting progress to senior leadership.
- Proactively identify and mitigate program risks by conducting thorough assessments, developing contingency plans, and ensuring timely escalation of critical issues to appropriate stakeholders.
- Develop and implement process improvement strategies that streamline intake workflows, eliminate inefficiencies, and enhance operational performance through data-driven analysis and metrics tracking.
A day in the life
Your typical day involves a mix of strategic planning and tactical execution. You'll begin with coordination meetings across ROC Operations, Quality, and Learning & Development stakeholders to align on intake priorities and address emerging program needs. Throughout the day, you'll spend time managing the program intake pipeline, reviewing SOP/Standard Work submissions for approval, drafting change communications, and tracking goal progress across teams. You'll coordinate HVE readiness activities, ensuring cross-functional teams are aligned on preparation milestones. You'll collaborate closely with Quality and L&D teams to ensure their strategic initiatives are translated into executable program plans, while continuously evaluating progress against established metrics and reporting outcomes to senior leadership.
About the team
The ROC Program Management Office (PMO) serves as the operational backbone of the Relay Operations Center, ensuring that all program intakes, process changes, and strategic initiatives are managed with rigor and delivered with excellence. Our mission is to enable ROC to scale efficiently by providing structured intake management, seamless program integration, and strategy execution support across Quality and Learning & Development functions. We drive alignment between operational teams and organizational goals, ensuring that every change is communicated effectively and every program is delivered on time and to standard.
We are committed to advancing efficiency and elevating operational standards through disciplined program management practices. By fostering close partnerships between Operations, Quality, and Learning & Development, we create scalable frameworks that deliver meaningful impact and enable sustainable growth across the ROC organization.