Why This Job is Featured on The SaaS Jobs
This Program Manager role sits at a core SaaS operating intersection: Customer Experience planning, tooling, and analytics. The remit spans intake, prioritisation, and delivery governance across multiple CX sub-teams while optimising workforce management capabilities on a named platform (NICE WFM). In SaaS, where product usage and renewals are closely tied to service reliability, this kind of CX program leadership often becomes a lever for improving customer outcomes through better systems and execution discipline rather than isolated projects.
For a SaaS career, the long-term value is in building repeatable operating mechanisms that scale across functions—backlog management, agile rituals, dependency mapping, and executive-level communication. Experience coordinating Data, Quality, and Tool Administration work also develops a “systems view” of how operational data, process, and platforms connect, which translates well to other SaaS environments that run on cross-functional delivery and measurable service performance.
The role is best suited to an experienced program leader who prefers structured execution, clear prioritisation, and stakeholder alignment over single-team project ownership. It will fit someone comfortable facilitating agile cadences, translating ambiguous requests into sequenced work, and maintaining transparency on risks and trade-offs across technical and operational partners.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the Role:
This role requires a deep understanding of strategic planning, agile methodology, and program management, with an ability to unify priorities across diverse technical and operational functions. You will collaborate closely with leaders across all CXPI sub-teams, as well as Operations leaders, and CX as a whole, to own the intake, prioritization, sprint execution process, communication, and execution by driving efficiency and ensuring that all initiatives align with strategic CX goals.
About the Team:
As a Program Manager for Workforce Management (WFM) Programs, you will be a key leader within the CX Planning & Insights team, reporting to the Head of Strategy and Tool Administration. You will be responsible for leading and executing strategic programs focused on optimizing our workforce management capabilities, primarily leveraging the NICE WFM platform.
Here’s what you’ll do day-to-day:
- Establish and manage the centralized intake process for new work across the Data, Quality, WFM, and Tool Administration sub-teams. Partner with leadership to prioritize the backlog, ensuring resource allocation focuses on the highest-impact initiatives aligned with CX goals.
- Lead and manage complex, cross-functional programs that span multiple CX teams. Oversee end-to-end delivery, ensuring projects are delivered on time, within scope, and meet business objectives.
- Act as the execution lead, facilitating agile ceremonies (e.g., sprint planning, daily stand-ups, sprint reviews, retrospectives) for the CXPI sub-teams to ensure a smooth and predictable delivery cadence.
- Serve as the central communication hub, providing clear, consistent, and transparent updates on program status, risks, and dependencies to stakeholders across all levels, including CX leadership and partner teams.
- Collaborate with cross-functional teams, including CX Operations, Planning, Scheduling, Intraday Management, Technology, and Analytics, to gather requirements, manage dependencies, and ensure successful program execution that directly benefits the WFM teams.
- Proactively identify, assess, and mitigate risks and issues that could impact the delivery of projects across the sub-teams. Manage complex dependencies between Data, Quality, WFM, and Tool Administration initiatives.
- Drive continuous improvement in program management, prioritization, and execution methodologies within the CXPI organization to increase team velocity and efficiency.
- Develop and maintain comprehensive program documentation, including roadmaps, program plans, status reports, and key decision logs.
Here’s what we're looking for:
- 7-10+ years of progressive experience in program management, agile delivery, or strategic operations, ideally supporting technical or analytical teams within a high-growth environment.
- Proven experience managing a cross-functional work intake and prioritization process for multiple sub-teams (e.g., Data, Engineering, Operations, or WFM).
- Deep understanding and practical experience with agile/scrum methodologies and a track record of successfully facilitating sprints and managing program backlogs.
- Exceptional program management skills, including planning, execution, risk management, and stakeholder communication for complex, multi-faceted initiatives.
- Strong ability to influence and build consensus across diverse technical and non-technical teams, including high-level cross-functional leadership.
- Excellent analytical and problem-solving skills with the ability to synthesize complex information from different sources (Data, Quality, WFM) into actionable execution plans.
- Proficiency in project management and agile tools (e.g., Jira, Asana, NotionAI).
- Experience in contact center operations or Workforce Management (WFM) environments is a strong plus.
Our cash compensation amount for this role is $94,285/yr to $122,571/yr in Denver & most major metro locations, and $114,695/yr to $149,104/yr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
