Senior Program Manager, SYaaS

Syndigo powers the continual flow of data and content throughout the entire commerce ecosystem— accelerating delivery of accurate and compelling information that increases sales on every shelf. We are the recognized leader in software and services for the management of master data, product information, digital assets, and content syndication and analytics across industries including grocery, foodservice, hardlines, home improvement, oil & gas, pet, health and beauty, automotive, apparel, and healthcare products.Syndigo serves the industry’s largest two-sided network, connecting more than 50,000 global users across 12,000+ global brands with more than 1,750 global retailers.Basically, we're the people that deliver the rich, accurate product content that helps consumers shop online with confidence, and helps brands and retailers operate efficient product supply chains. We cannot do all of this without our amazing employees who make the magic happen here at Syndigo. As we continue to grow, we’re always looking to identify talented individuals to join our team. **This is a hybrid position that requires 2 days per week in office at our Chicago location**We are seeking a highly motivated Senior Program Manager to lead teams and strategic initiatives focused on reducing customer churn and ensuring long-term customer satisfaction. This role will be responsible for maintaining and implementing our Syndication as a Service™ product for enterprise-level strategic accounts with the support of cross-functional leadersHOW WE’LL BE WINNING TOGETHER DAY TO DAYServes as the primary liaison for enterprise clients subscribing to Syndication as a ServiceDirectly manages a team of specialists and leads to execution of services and risk prevention initiativesInvolved in Project Management in the areas of scope, time management, service quality, human resources and capacity planning, communication, and scope creep prevention:Scope: Manages project scope according to customer agreementProject & Time Tracking: Develops and maintains project tracking via Asana or similar PM Services tooling, with a critical focus on accurate time tracking per customer.Quality: Manages project outcomes and relies on experience and judgement to plan and accomplish goals. Ensures all project goals are achieved according to specifications and business objectives.Human Resources: Leads and directs the work of others. Manages resource constraints, performs weekly allocation of Services team, and directs resource activities. Capacity planning and projections will be a key aspect of this role.Communication: Responsible for day-to-day customer relations and project team communication. Coordinates client interaction and provides program updates. Responsible for keeping historical accounts of progress and communications.Risk: Keeps Account teams, Services leads, and management informed of potential risks and takes efforts to manage and minimize escalations.Procurement: Works with Operations SLT to procure project resources.WE SHOULD TALK IF THIS SOUNDS LIKE YOU2+ years’ experience in project management or customer support or success related positionExperience with software packages, including, but not limited to: Microsoft Office Suite – including, Word, Excel, PowerPointSalesforce and understanding of contracts preferredAbility to motivate and manage multiple enterprise level accounts effectivelyStrategic thinking and problem-solving abilitiesHigh level of comfort and professionalism in working with senior members of customer e-commerce teamsFamiliarity with customer relationship management software and customer feedback toolsA passion for customer satisfaction and a customer-centric approach to problem-solvingProven experience in a similar role with a track record of successfully reducing churn in a customer-focused organizationStrong analytical and data-driven mindsetExcellent communication and interpersonal skills Your individual compensation within the budgeted salary range is determined based on your skills, education, experience, and internal equity. This position is Bonus Eligible.For full-time U.S. based-employees, we offer competitive health insurance benefits, PTO and volunteer time off, employer-paid short- and long-term disability, parental and adoption leave, 401(k), and tuition reimbursement. Budgeted Salary Range is:: $72,000 USD - $90,000 USD Diversity, Equity & InclusionTo achieve the best version of our organization, we know it takes new ideas, new approaches, new perspectives and new ways of thinking. A purpose we are 100% committed to cultivating.Diversity is woven into our fabric at Syndigo and it’s how we stay an industry leader, innovating technology solutions that equip our customers with everything they need to be successful! All are welcome here and we invite you to join our team if you are ready to help us continue that growth! GDPR/CCPASyndigo, to process applications, holds onto data for a "reasonable time" after applications are submitted. This data is stored for Syndigo's internal use by HR/Recruiting Staff only. Verified requests for data deletion and exports will be completed upon request.Syndigo Job Applicant Privacy NoticeAt Syndigo, we care about your privacy. As you go through our recruitment process, we are committed to being transparent about how we process your personal data. To learn more about how Syndigo processes your personal data, go to our Job Applicant Privacy Notice.