Senior Program Manager for Product Operations

Location: Poland Job Type: Full-Time Company Overview At Vonage, we are revolutionizing customer and employee engagement through a unified, intelligent, and omni-channel platform that empowers exceptional customer and employee experiences. Our cutting-edge Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) solutions deliver seamless integration, advanced omnichannel communications capabilities, and next-generation technology to meet the evolving demands of businesses worldwide. We are committed to driving transformation by providing innovative, customer-centric solutions that enable organizations to engage, interact, and deliver personalized service at scale. As a rapidly growing software company, we are looking for a Senior Program Manager to join our product management organization to lead complex cross-functional product launch and other key product operations projects. Role Overview The Program Manager (Product Operations) will be responsible for implementing processes, tools, and best practices that enhance the team's ability to deliver and launch world-class products efficiently. You will also support various initiatives related to product planning cycles, cross functional collaboration providing alignment with the company’s long-term product objectives. This individual will play a critical role in Product Lifecycle Management ensuring the successful delivery, launch and sunsetting of multiple, interdependent product lines that are central to our business strategy. Key Responsibilities

• Program Leadership: Manage and lead cross-functional teams (product, engineering, marketing, sales, and support) to successfully launch and deliver SaaS solutions, particularly within CCaaS, UCaaS, and AI domains, ensuring alignment with business objectives and customer needs.
• End-to-End Delivery: Own the end-to-end lifecycle of complex SaaS product delivery and launch of SaaS solutions, from planning and scoping to execution and post-launch support, ensuring timely and quality delivery
• Stakeholder Management: Collaborate with executive leadership, product management, engineering, sales, marketing, support and other key stakeholders to define and refine program goals, scope, timelines, and key performance indicators (KPIs).
• Risk & Issue Management: Identify, assess, and mitigate program risks and issues that could impact timelines or quality. Proactively develop contingency plans and communicate status to leadership.
• Product Roadmap Alignment: Ensure program deliverables align with the overall product roadmap, helping prioritize launch and delivery of multiple quarterly releases to ensure the long term objectives are met.
• Metrics & Reporting: Establish and track program performance metrics, deliver regular status updates, and present reports to senior management. Analyze data to recommend process and financial improvements.
• Cross-Functional Collaboration: Build strong relationships with various teams, including Engineering, Sales, Marketing, and Support, to ensure seamless product rollouts and ongoing product optimization.
• Product Initiatives: Lead special projects and cross-functional product initiatives, such as process improvements, systems implementations, or strategic growth initiatives, as assigned by Product Leadership.

Qualifications

• Experience:

• Minimum 5 years of experience managing large, complex SaaS-based programs, preferably in CCaaS, UCaaS, AI, or related industries.
• Proven track record of launching and delivering SaaS solutions at scale, working with agile methodologies (Scrum, Kanban, etc.).
• Strong experience managing cross-functional teams and collaborating across engineering, product, sales, marketing, and other internal stakeholders.
• Experience in operational aspects of a SaaS (CCaaS, UCaaS, AI, etc) products i.e., LBGUPS (Learn, Buy, Get, Use, Pay and Support) process flows.
• Experience with leading cross functional process improvement efforts using methodologies such as Lean/Six Sigma.
• Experience developing, launching and managing the change management efforts associated with new product launch frameworks and processes.

• Technical Expertise:

• Strong understanding of product management processes, methodologies, and best practices.
• Knowledge of quote to cash flows and systems that are involved at each step of LBGUPS process flow.
• Experience working with Product Analysts in creating reports and dashboards measuring program outcomes and KPIs
• Experience working in tools such as Jira, Confluence, or similar project management software.
• Comfortable navigating technical discussions and able to communicate effectively with engineering teams.

• Leadership Skills:

• Strong leadership and interpersonal skills, with the ability to influence without direct authority.
• Experience working with senior leadership to drive business goals and deliver on strategic initiatives.

• Problem-Solving and Analytical Skills:

• Excellent problem-solving, decision-making, and analytical skills.
• Ability to manage competing priorities and deliver results in a fast-paced, dynamic environment.
• Ability to Identify, assess, and mitigate program risks. Proactively develop contingency plans with the program team while maintaining timely status updates to leadership.

• Communication:

• Exceptional written and verbal communication skills, with the ability to present complex ideas to both technical and non-technical stakeholders.
• Experience presenting to multiple audiences including executive leadership.

• Education:

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field.
• Certifications including PMP, ITIL, Lean/Six Sigma, Agile are a plus.

Preferred

• Knowledge of the CCaaS, UCaaS, and AI product landscape, including cloud technologies, APIs, and integrations.
• Experience working with and developing Business Metrics tools and dashboards