Senior Program Manager - Technical Services Operations

Description

The company started as a storage pioneer and now builds data platforms. It closed fiscal 2026 with $3.7 billion in revenue, including its first quarter above $1 billion, and expects growth to keep accelerating into FY27.

Its focus covers hyperscalers, AI labs, the AI hardware supply chain, data platform providers and the wider AI ecosystem. The company is listed on the NYSE under the ticker P.

Responsibilities

• Lead the global Technical Services Operations program, running complex enterprise-scale work that changes how technical services operate worldwide and keeps customer experience consistent and high quality. Turn unclear operational signals and business priorities into global standards, governance and measurable results.
• Work with regional leaders and cross-functional teams to set priorities, build accountability and make sure changes stick in every region. Create scalable operating routines from scratch.
• Run strategic global programs end to end, from defining the problem to delivery. Set milestones, risk responses and success metrics tied to key business priorities, coordinate teams and confirm the intended outcomes are reached.
• Define, maintain and enforce global case-handling rules, severity levels, entitlement rules and operating policies so every region works the same way.
• Review quality findings, post-mortems, CSAT and DSAT signals and performance data to find systemic gaps. Roll out process, tooling or behavior changes, align regional stakeholders and measure adoption.
• Build communication and change plans for operational shifts, including executive updates, decision frameworks and manager enablement and training, so global teams adopt and sustain new practices.
• Own the global register of technical services commitments from post-mortems and operational reviews. Assign owners and due dates, track evidence and aging, clear blockers, escalate risk and report status. Support incident and RCA owners without taking over their work.
• Improve case-audit compliance, QA rubrics, calibration, DSAT action tracking and coaching follow-through. Turn findings into targeted actions and verify their impact.

Requirements

• 8+ years in program management, technical or service operations, business operations, process excellence or a related field. A bachelor's degree in business, operations, engineering, information systems or a related discipline, or equivalent relevant experience.
• A record of independently leading complex cross-functional programs from problem definition through implementation, adoption and measurable results. You can define scope, milestones, governance, resources, dependencies, risks, decisions and success measures.
• Ability to turn operational data, customer signals, quality findings, case-audit results, QA rubrics, post-mortems, feedback and launch reviews into practical standards, policies, tooling and behavior changes. You measure adoption and confirm lasting impact.
• Experience writing executive communications and change strategies, enabling managers, running training and feedback loops, assessing readiness, tracking adoption and adjusting plans based on results.
• Strong strategic judgment, executive presence, communication and facilitation skills. You can influence senior leaders and align regional and cross-functional teams without direct authority, including in ambiguous and fast-moving settings.
• Disciplined management of risks, issues, dependencies and corrective-action registers. You assign owners and due dates, track evidence and aging, remove blockers, escalate risk and drive items to accountable closure.
• Preferred: experience in enterprise technology, technical support, customer support or global services, plus familiarity with case-management, workflow, knowledge or AI-enabled support tools, AI transformation, release readiness, serviceability, portfolio or VSEM management, or structured change practices.
• Preferred certifications: PMP, Prosci, Lean/Six Sigma or a comparable certification.

Conditions

Primarily an in-office role at the Lehi or North Carolina office, following company policy. Exceptions include PTO, work travel and other approved leave.

Annual base salary range: $107,000 to $183,000 USD. Actual pay depends on role, level and location. For roles open in several locations, the range reflects the labor market across those locations.

May be eligible for incentive pay and/or equity.

No application deadline. Applications are accepted on an ongoing basis until the role is filled.

Benefits

• Flexible time off.
• Wellness resources.
• Company-sponsored team events.
• Full benefits details are on the company's benefits website.