Senior Program Manager - Operation Framework Modernization

Lead the modernization of the seller support framework end to end: assess current-state processes, reimagine the target operating model, and drive the transition while sustaining on-time, accurate, and compliant delivery. Identify where AI and automation can remove friction, reduce manual effort, and improve response times, then design and pilot solutions that reuse, customize, or extend existing models for seller support use cases. Partner with engineering, data, and managed service teams across the full development life cycle, from requirements analysis and design through testing and implementation, to build and operationalize new support capabilities and tooling. Reengineer business desk and support workflows, establishing streamlined processes, clear controls, and "audit-ready" documentation that keeps compliance intact as the framework changes. Ensure the modernized framework continues to meet and exceed SLAs and KPIs, and develop actionable metrics that measure improvements in speed, quality, cost, and seller satisfaction. Provide project management ownership of compensation administration, to ensure accurate, on-time, and compliant execution. Own the Sales Operations and Incentive relationship across a portfolio of key stakeholders, communicating a clear business rationale for change and gaining the support of stakeholders at all levels. Drive improvements by identifying trends and areas of opportunity, proposing business solutions, and moving strategy to action by creating and evaluating options and establishing the tools and controls for all new processes. Provide data-driven insights to address blockers and risks, and create clear paths to green or mitigation plans. Provide leadership insight into the MBR/QBR process and report through management on end-to-end support delivery and modernization outcomes. Act as an executive-level advocate and evangelist for the modernized framework, providing thought leadership and driving adoption across solution areas and regions. Support an environment of curiosity and learning that leads to higher impact and results. Bachelor's Degree in Business, Finance, Computer Science, Data Science, Engineering, Economics, or related field AND 7+ years of experience in business/sales operations, compensation, finance/analysis, program management, or a related field, OR equivalent experience Experience applying AI/ML or automation to modernize operational, support, or service processes. 1+ year(s) of experience reading and/or writing code, or working hands-on with data and analytical tooling. Experience with D365, Power Platform, and Customer Engagement. Knowledge of compensation/incentive principles and/or sales motion and culture. Experience working with globally distributed teams and managed service providers. Bachelor's or Master's level qualification preferred. 3+ years of experience in Program Management, Project Management, Business Process Management, or Business Process Outsourcing. 2+ years of experience managing cross-functional and/or cross-team projects. Demonstrated experience designing or improving operational processes and driving change through to adoption