Program Manager, Business Operations

About the Role

We're looking for a Program Manager to own and operate a centralized intake process for a fast-moving, cross-functional organization. This role sits at the center of how work enters and exits the function: triaging requests, setting intake standards, and ensuring only clean, well-scoped work moves downstream. This is a hands-on operator role: you will run the queue yourself, not just design it. It's a high-visibility, relationship-driven position where success depends on influence and trust-building rather than formal authority, and where a true white-glove, end-to-end approach to every request is expected.

Key Responsibilities

• Own and operate a single, unified intake point for all incoming requests, initiative submissions, and cross-functional asks
• Drive alignment across sub-functions to consolidate fragmented intake processes into one unified system, building trust and demonstrating value along the way
• Triage and qualify every inbound submission, flag duplicates and gaps, and package well-scoped submissions for hand-off to the planning function
• Define and maintain intake standards, SLAs, and qualification criteria to ensure consistently clean, decision-ready submissions
• Own the outbound submission process to other teams: submitting, tracking, and following through from request to resolution
• Serve as the primary point of contact and relationship owner with key partner teams, maintaining those relationships over time
• Track status and commitments on every outbound ask, escalate stalled requests, and maintain a clear, current view for leadership
• Build and maintain reporting on intake volume, request types, turnaround time, and bottlenecks
• Continuously improve the intake operating model as the organization's footprint and cross-functional surface area grows

Qualifications

Required:

• 6-10+ years of experience in program management or business operations, including at least 2 years personally running an intake, front door, triage, or escalation queue day to day (not only designing one)
• Track record of measurable improvement in an intake or triage process, with specific before-and-after results for volume, SLA performance, and turnaround time
• Demonstrated ability to build alignment and drive process change without formal authority, relying on trust and credibility
• Builder-level proficiency in Airtable or Jira, including hands-on experience designing and maintaining intake, triage, or workflow systems
• Advanced Google Sheets skills, plus strong working proficiency in Docs and Slides, including templates and lightweight automation
• Strong analytical skills with the ability to work with volume, throughput, and SLA data to surface patterns and process gaps
• Proven ability to manage complex, multi-phase workstreams with competing deadlines and multiple stakeholder groups
• Excellent written and verbal communication skills, with the ability to distill high-volume inputs into clear, executive-ready materials
• Highly organized self-starter with a strong bias toward documentation and structured process
• A true white-glove approach to service and relationship management, end to end
• Bachelor's degree in a relevant field or equivalent work experience

Preferred:

• Background in Trust and Safety, integrity, fraud, risk, privacy, or compliance operations (strongly preferred)
• Practical experience applying AI tools to intake, triage, or workflow processes
• Comfort with multi-level tracking, field logic, and reporting views within workflow tools

Key Details

• Start Date: October 2026
• Duration: Approximately 6 months (through March 2027)
• Location: Remote (within the U.S.)
• Work Schedule: Full-time, 40 hours/week, Monday-Friday
• Pay Rate: $102-$117/hour + benefits (medical, dental, vision, 401k)
• Work Authorization: Must be authorized to work in the U.S. without sponsorship.
• Engagement: W2 contract role