Blueprint

Program Manager

• Serve as a Senior Program Manager driving operational excellence and continuous improvement across enterprise-level customer support delivery operations
• Lead 2–3 concurrent large-scale process improvement programs, ensuring timely delivery, measurable impact, and alignment with organizational goals
• Conduct data analysis, process mapping, and root cause analysis (RCA) to identify inefficiencies and develop solutions
• Apply Lean Six Sigma and continuous improvement methodologies to optimize customer support and delivery operations
• Develop and maintain Power BI dashboards and Azure DevOps reports to visualize performance metrics and support data-driven decision-making
• Design and implement standard operating procedures, process documentation, and training materials
• Lead change management initiatives and support teams throughout transitions
• Partner with delivery, infrastructure, and operations teams to align improvements with business objectives
• Drive measurable performance improvements and report KPIs to senior leadership and stakeholders
• Facilitate value stream mapping sessions and workshops to identify bottlenecks and prioritize opportunities
• Mentor and coach cross-functional team members on process improvement principles and best practices

Senior Program Manager – Change Management

Producer

• Support an engineering systems organization responsible for development workflows, builds, testing, and engineering systems
• Coordinate day-to-day execution across engineering, product, and QA partners
• Facilitate Agile ceremonies, including stand-ups, sprint planning, triage, office hours, and retrospectives
• Manage sprint planning, backlog health, team velocity, capacity, milestones, and delivery commitments
• Create and maintain sprint and milestone dashboards, calendars, trackers, transition checklists, action logs, reminders, workflows, and work-management documentation
• Monitor backlog health and remove stale or outdated work with leads and product managers
• Track work-item assignments, feature delivery schedules, risks, dependencies, blockers, and delivery concerns
• Create user story stubs, tasks, and bugs with engineering leads and product managers
• Prepare and run meetings, agendas, pre-reads, status questions, and follow-through
• Represent features and workstreams in release forums and bridge communication across technical teams, creative partners, product stakeholders, and leadership
• Coordinate partner commitments and cross-team dependencies
• Support release readiness, track critical-path work, review release queries, clear stale work, and track changelog items
• Partner with QA on validation plans, test plans, reproductions, regression tracking, release dependencies, unresolved bugs, and release risks
• Escalate decisions and issues requiring cross-team resolution

Senior Program Manager – Change Management

Gaming Producer