Expert Support Engineer- Program Manager - Support

Program Manager is responsible for leading and governing multiple complex engagements within the Surround Support portfolio.

This role will be responsible for driving end-to-end program execution, stakeholder alignment, and delivery excellence across multiple customer accounts and cross-functional teams.

The Program Manager acts as a strategic interface between customers, delivery teams, and leadership, ensuring high-quality service delivery, proactive risk management, and continuous improvement across all engagements.

What will you do:

Lead and manage multiple concurrent programs/projects across Surround Support engagements

Establish robust governance frameworks including cadence calls, reporting, and risk management

Act as the primary interface for senior customer stakeholders, Account Leads, and internal leadership

Build strong relationships across Product Development (PD), Platform Engineering (PE), and Support teams

Provide executive-level updates, EBR/QBR inputs, and program status reports

Oversee program planning, resource allocation, and capacity management

Ensure alignment across multiple workstreams, dependencies, and delivery milestones

Track and manage risks, issues, mitigation plans, and escalations

Drive initiatives to improve operational efficiency, automation, and process maturity

Promote best practices in incident management, batch monitoring, and service delivery

Identify opportunities for optimization, cost efficiency, and value realization

What we are looking at:

15+ years of experience in IT services, support, or program management roles and AI

Proven track record of managing large-scale, multi-project programs

Experience in customer-facing roles with enterprise clients

Bachelor’s degree required; Master’s degree preferred

Strong expertise in programming methodologies (Agile, Waterfall, Hybrid)

Proven ability to manage large, complex, multi-customer programs

Excellent stakeholder management and executive communication skills