Senior Program Manager – Change Management

Blueprint

. Serve as a Senior Program Manager driving operational excellence and continuous improvement across enterprise-level customer support delivery operations .

Posted 9/23/2026full-timeRemote • Washington • United StatesSenior💰 $140,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in driving operational excellence through Lean Six Sigma methodologies, data analysis, and process improvement initiatives. Proficient in developing performance metrics and managing change within complex operational environments.

Highest-signal resume keywords

Lean Six Sigma CertificationAzure DevOps Dashboard ManagementPower BI Report DevelopmentChange Management ExperienceProject Management Professional (PMP) Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisProcess MappingRoot Cause AnalysisPerformance OptimizationBusiness Process Design

Soft Skills

Analytical Problem-SolvingInfluential CommunicationMentoring and Coaching

Tools & Technologies

Microsoft ProjectVisioPowerPoint

Certifications & Qualifications

Green Belt CertificationBlack Belt CertificationPMP Certification

Industry Keywords

Operational ExcellenceService Delivery OperationsContinuous ImprovementCustomer SupportService-Level Agreements (SLAs)

Tech Stack

Tools & technologies

AzurePMP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

10+ years of experience in project and/or program management, preferably within large-scale, complex operational environments
10+ years of hands-on change management experience, ideally leveraging PROSCI or equivalent methodologies
5+ years building and managing Azure DevOps dashboards and Power BI reports for performance and operational tracking
Proven record of driving continuous improvement initiatives with measurable business impact
Strong analytical and problem-solving skills; ability to translate data insights into actionable strategies
Demonstrated ability to manage multiple programs simultaneously and deliver results in a fast-paced environment
Excellent written and verbal communication skills with a strong ability to influence cross-functional teams and senior stakeholders
Solid knowledge of business process design, service delivery operations, and performance optimization frameworks
Green Belt or Black Belt certification in Lean Six Sigma required, or equivalent real-world application experience
PMP or PMI certification preferred
Experience leading process improvement initiatives within a customer support or service-oriented organization preferred
Familiarity with service-level agreements (SLAs), workforce management, and operational delivery metrics preferred
Experience training or mentoring teams in Lean Six Sigma, change management, or process improvement methodologies preferred
Strong working knowledge of Microsoft Project, Visio, PowerPoint, and other business productivity tools preferred
Background in operational excellence, business transformation, or performance improvement consulting preferred

Benefits

Comp & perks

Medical, dental, and vision coverage
Flexible Spending Account
401k program
Competitive PTO offerings
Parental Leave
Opportunities for professional growth and development