Program Manager

• Launch and manage client lead generation programs, ensuring accurate setup, configuration, and timely execution
• Monitor pacing and performance to help ensure program goals, timelines, and deliverables are met
• Track operating costs and margins, providing periodic updates to leadership
• Support quality control by reviewing lead delivery, asset readiness, targeting requirements, and program details
• Coordinate fulfillment of special campaign requirements, including advanced targeting, custom delivery needs, and other client-specific requirements
• Maintain documentation around program requirements, handoffs, workflows, and recurring processes
• Support the direct sales team by reviewing RFP requests and preparing accurate quote inputs based on program requirements, targeting needs, available inventory, and operational feasibility
• Partner with Sales, Client Success, Operations, and other internal teams to clarify requirements and identify potential delivery risks before quotes are finalized
• Help ensure RFP responses and quote recommendations reflect realistic execution assumptions, pricing inputs, and fulfillment expectations
• Maintain organized records of quote assumptions, requirements, approvals, and handoff details
• Flag gaps or risks in RFP requests that may affect delivery timelines, targeting feasibility, or program execution
• Help improve the RFP quoting process through clearer templates, intake requirements, documentation, and communication
• Prepare daily and weekly reports on key program metrics, highlighting trends, risks, and areas for improvement
• Aggregate, reconcile, and report monthly billing data for active external relationships
• Collaborate with Finance and other stakeholders to support accurate and timely invoicing
• Use performance and financial data to identify opportunities to improve efficiency, profitability, and delivery quality
• Help maintain reporting processes that reduce manual work and provide clearer visibility into program performance
• Serve as a primary point of contact for internal teams and external partners on assigned programs
• Provide timely updates, recommendations, and risk alerts to stakeholders
• Communicate clearly across teams by translating program details into actionable updates
• Document decisions, clarify ownership, and follow up on open items
• Help reduce ambiguity by keeping stakeholders aligned on requirements, timelines, and next steps
• Support onboarding for new external relationships, ensuring a smooth transition into active programs
• Coordinate kickoff communications, set expectations, and confirm required documentation and access are in place
• Build and maintain strong working relationships with program stakeholders
• Identify and address potential issues early to avoid disruptions
• Help improve onboarding documentation, templates, and repeatable workflows
• Evaluate execution workflows, tools, and documentation to identify gaps and opportunities for improvement
• Recommend practical improvements that support scalability, delivery quality, and margin growth
• Support process improvement efforts by documenting workflows, identifying recurring issues, and recommending updates to templates, handoffs, and team processes
• Help improve how the Operations team works by reducing manual effort, improving visibility, and creating more consistent ways to manage recurring work
• Share process updates, documentation, and workflow best practices with peers to support consistent execution across the team

Program Operations Coordinator

• Operationalize global Consumer Protection and Privacy policies across Global Customer Support to ensure we are always compliant with handling and monitoring requirements.
• Own the CS Compliance Readiness Framework: ensure all new product launches, geographic expansions, and regulatory changes are operationalized with documented controls, QA monitoring, and measurable adherence.
• Develop Consumer Protection and Privacy playbooks for all new country entries and multi-product launches, in partnership with Legal, Compliance, and Global CS Operations.
• Own ERM and REAF issue management for Customer Success: track open findings, manage remediation timelines, and report on status to leadership
• Lead projects to resolve findings highlighted by the first, second, or third line teams; support internal and external audits concerning Consumer Trust programs
• Use qualitative and quantitative data to identify compliance or privacy gaps and lead projects to reduce friction for both internal and external users.
• Partner with Global Regulatory Change teams, Privacy, and Compliance Officers to ensure CS operational requirements are surfaced and addressed in regulatory planning cycles.
• Maintain all policies, SOPs, procedure documentation, and Help Articles related to Consumer Trust programs.
• Report on global and regional regulatory trends and their operational implications to CS leadership and Compliance stakeholders.

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Program Operations Coordinator

Regulatory Operations Program Manager