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.
