Embedded Program Manager

Description

The company runs a risk intelligence and response platform that helps organisations protect people, operations and brand by spotting threats, judging their impact and acting on them.

It is a high-growth, PE-backed SaaS business with more than 4,000 clients worldwide, a unified platform, 7+ years of AI development and a customer NPS of 70+. It has been named a Best Places to Work company 10 years in a row.

This embedded role runs the day-to-day operation of the client's emergency mass notification platform. The client's senior manager sets strategy, governance and roadmap.

You keep the platform healthy, support restricted and full administrators, fix technical problems and keep configuration ready for emergency operations, working with the client's Emergency Communications Team and Global Security Operations Center (GSOC).

Responsibilities

• Act as the main day-to-day administrator of the client's platform.
• Manage users, permissions, groups, message templates and settings.
• Check user data and organisational structures for accuracy.
• Put configuration changes and feature updates into effect.
• Run routine health checks and administrative audits, and spot operational problems early.
• Keep the platform ready for emergency activations at all times.
• Validate existing and newly added associate data.
• Resolve access, configuration and notification delivery problems for administrators and business users.
• Work with the company's Support and Engineering teams on complex technical issues.
• Record issues, fixes and suggested improvements.
• Deliver onboarding and refresher training for platform administrators.
• Write and maintain job aids, SOPs and training materials.
• Advise administrators on platform practice and best approaches.
• Help run notification exercises and confirm administrators are ready.
• Find ways to improve platform performance and user experience.
• Test new features, check enhancements and help deploy new integrations.
• Support readiness work and KPI reporting.
• Help with projects to import targeted associate data globally.
• Be the company's dedicated operations contact for the client, working closely with GSOC and the Emergency Communications Team.

Requirements

• 5+ years in enterprise SaaS in technical account management, program management or customer success, in a client-embedded or dedicated account role.
• Can work independently at a client site within a large, decentralised, matrixed enterprise, without daily on-site presence from the company.
• Self-motivated and action-oriented.
• Strong project management skills, with the ability to rank competing tasks and stakeholders across two organisations.
• Hands-on platform administration skills, such as user and permission management, integrations and data validation, rather than relationship management alone.
• Skilled at applying AI and emerging technologies to synthesise information, improve decisions, sharpen communication and improve customer outcomes, with sound judgment and empathy.
• Strong plus: experience navigating dual-organisation reporting dynamics.
• Strong plus: experience supporting a security, emergency management or crisis communications function.

Conditions

Based in Bentonville, AR. Relocation to Bentonville is encouraged.

No visa sponsorship. You must already be authorised to work in the U.S. now and without sponsorship in future.

Finalists may be asked to verify their identity with valid government-issued ID, and all interviews and assessments must be completed personally.

Benefits

• Competitive base salary plus a company-wide bonus program.
• Generous, flexible time off and parental leave.
• Medical, dental, vision and life insurance, 100% paid for employees.
• 401K with a generous company match.
• Recognition rewards and incentives.
• Community service with chances to give back.
• Access to a new downtown Austin office with 360 views, a high-tech gym and nearby running trails.
• Career development through the company's Learning & Development team.