Senior Program Manager

Senior Program Manager – COO's Office

About the Role

We are looking for an exceptional Senior Program Manager to join the COO's Office at GIVA. This is a high-impact role that sits at the center of the company's Operations and Customer Experience agenda, partnering closely with the COO, Operations leadership, and cross-functional leaders to drive strategic initiatives, solve complex business challenges, and accelerate execution across the organization.

This role is ideal for someone who thrives in fast-paced environments, enjoys solving ambiguous problems, and has a strong bias for action. The successful candidate will act as a force multiplier for the COO's Office by driving critical programs from conception to execution, ensuring operational excellence, customer-centric decision-making, organizational alignment, and cost optimization.

This is not a coordination role—it is an ownership-driven leadership role that requires structured thinking, execution excellence, stakeholder influence, and the ability to independently drive outcomes.

What You'll Do

Strategic Programs & Business Transformation

• Lead and execute high-impact strategic initiatives across Operations and Customer Experience.
• Identify business improvement opportunities and translate them into actionable programs with measurable outcomes.
• Structure ambiguous business problems and develop practical, scalable solutions.
• Support strategic decision-making through analysis, business insights, and data-driven recommendations.
• Drive initiatives that improve efficiency, customer satisfaction, business performance, and cost effectiveness.

Operations Excellence & Customer Experience

• Partner with business leaders to identify operational bottlenecks and implement sustainable improvements.
• Drive programs focused on enhancing customer experience across all touchpoints.
• Establish mechanisms to monitor operational performance, customer feedback, and service quality.
• Lead root-cause analysis of critical operational and customer issues and ensure effective resolution.
• Champion customer-centric thinking across teams and processes.
• Identify opportunities for cost optimization across operational processes while maintaining service quality and customer experience standards.

Program Management & Execution

• Own end-to-end delivery of complex cross-functional projects from planning through execution and impact measurement.
• Build detailed execution plans, define milestones, track progress, and proactively manage risks and dependencies.
• Ensure accountability across stakeholders and drive timely closure of action items.
• Maintain high execution velocity while ensuring quality and operational rigor.
• Navigate ambiguity and adapt quickly to changing business priorities.
• Drive cost-related initiatives, including productivity improvements, process efficiencies, and operational savings programs, with clear tracking of business impact.

Leadership Partnership & Stakeholder Management

• Work closely with the COO, Operations team, and senior leadership team on priority business initiatives.
• Facilitate alignment across multiple teams and functions to drive organizational goals.
• Influence decision-making through structured communication, business cases, and clear recommendations.
• Represent the COO's Office in key discussions, reviews, and cross-functional forums when required.

Governance & Business Reviews

• Drive review cadences, performance tracking, and follow-through on critical initiatives.
• Create executive-level updates, decision frameworks, and leadership presentations.
• Ensure visibility of risks, dependencies, opportunities, and cost-impact metrics across ongoing programs.

Role Characteristics

• High ownership, high accountability, high impact role.
• Operates at the intersection of strategy and execution.
• Requires strong influence without formal authority.
• Fast-paced environment with multiple concurrent priorities.
• Significant exposure to senior leadership and key business decisions.
• Opportunity to directly shape operational excellence, customer experience, and cost efficiency at scale.

What You'll Need

Must Have

• 2–5 years of experience in Program Management, Business Transformation, Strategy, Operations, Consulting, or related roles.
• Demonstrated ability to lead complex cross-functional initiatives from inception to execution.
• Strong structured problem-solving and analytical capabilities.
• Excellent stakeholder management and executive communication skills.
• Proven ability to work effectively with senior leadership teams.
• Strong ownership mindset with exceptional execution discipline.
• Ability to navigate ambiguity and drive clarity across stakeholders.
• Data-driven approach to decision-making and business problem solving.

Strong Advantage

• Experience in e-commerce, retail, consumer internet, marketplace, or high-growth organizations.
• Prior experience in Operations Excellence, Customer Experience, Process Transformation, Cost Optimization, or Business Strategy roles.
• Background in management consulting or transformation programs.
• Experience driving large-scale operational improvement initiatives.
• Familiarity with customer journey design, service operations, process optimization, and productivity improvement initiatives.

Why This Role Matters

• Directly influence critical operational and customer experience outcomes for GIVA.
• Work closely with the COO and leadership team on the company's most important priorities.
• Drive initiatives that have a measurable impact on business performance, customer satisfaction, and cost efficiency.
• Gain exposure to strategic decisions and enterprise-wide transformation programs.
• Opportunity to build significant leadership capability and create lasting organizational impact.