樱花动漫

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Senior Program Manager

Category Program Management & Business Operations Location Toronto, Canada Job ID 2025-69824

Company Overview

樱花动漫 is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

樱花动漫鈥檚 International Customer Success team is seeking a highly motivated and experienced Senior Program Manager to lead complex projects and strategic initiatives for Canada and across International markets.

The Senior Program Manager will lead a team of 2-3 Program Managers and be responsible for ensuring the successful delivery of programmes within scope, budget, and timeline, while aligning with the overall business objectives. This role requires strong leadership, communication, and organisational skills, as well as the ability to effectively collaborate with cross-functional teams and stakeholders.

樱花动漫 has embraced a hybrid way of working. This is a hybrid role with the expectation of working from our Toronto office 3 days per week.

Responsibilities

Program Planning and Strategy:

  • Define program scope, objectives, and deliverables in collaboration with both international and US stakeholders
  • Develop comprehensive program plans, including timelines, resource allocation, and risk management strategies
  • Align program goals with the overall strategic objectives of the organisation
  • Identify and manage interdependencies between projects within the programme

Program Execution and Monitoring:

  • Lead and motivate cross-functional project teams, ensuring clear roles and responsibilities
  • Facilitate regular program meetings and communication, providing status updates to stakeholders
  • Track progress against the programme plan, identifying and addressing potential roadblocks and risks
  • Manage program budgets and ensure adherence to financial targets
  • Monitor and control program scope, escalating changes as necessary

Stakeholder Management:

  • Build and maintain strong relationships with internal and external stakeholders
  • Communicate program status, risks, and issues effectively to all relevant parties
  • Manage stakeholder expectations and ensure alignment throughout the programme lifecycle
  • Facilitate conflict resolution and problem-solving among stakeholders

Risk and Issue Management:

  • Identify potential risks and issues that may impact programme delivery
  • Develop and implement mitigation plans to minimise the impact of risks
  • Track and manage program issues, ensuring timely resolution
  • Escalate critical risks and issues to senior management as appropriate

Performance Measurement and Reporting:

  • Define key performance indicators (KPIs) to measure program success
  • Collect and analyse program data to track progress and identify areas for improvement
  • Prepare regular program status reports for stakeholders and senior management
  • Conduct post-program reviews to identify lessons learned and best practices

Process Improvement:

  • Identify opportunities to improve program management methodologies and processes
  • Contribute to the development and implementation of program management standards and tools
  • Promote a culture of continuous improvement within the program team

Qualifications

  • Proven ability to lead and scale high-performing teams in a customer-centric environment.
  • Program Leadership: 7+ years of experience in Customer Success, Program Management, or Customer Marketing, with a proven track record of designing and executing programs that drive customer engagement and business outcomes.
  • Strategic Thinking: Ability to translate complex business goals into high-impact customer success programs, campaigns, and playbooks that scale across segments and regions.
  • Strong Execution Skills: Experience managing initiatives with multiple stakeholders and cross-functional partners; proven ability to deliver results on time and at scale.
  • Cross-Functional Influence: Excellent collaboration skills to partner with Success, Marketing, Product, and Ops teams.
  • Customer-Centric Mindset: Passion for customer experience and outcomes, with a strong understanding of success motions like in-app engagement, lifecycle outreach, office hours, and success-led adoption programs.
  • Operational Rigor: Comfortable developing and maintaining processes, templates, playbooks, and centralized resources to support consistency and scalability across the CS org.
  • Data-Driven Decision Making: Analytical mindset with the ability to design, monitor, and optimize programs using key performance indicators (KPIs) and customer insights.
  • Growth Orientation: Thrives in dynamic environments with a bias for action, learning, and continuous improvement.
Bonus Points
  • Experience with tools like Gainsight, Salesforce, or other CRM and Customer Success platforms.
  • Familiarity with Product-Led Growth (PLG), MM customer engagement, or high-volume scaled success models.
  • Experience partnering with CS and Marketing teams to execute joint programs (e.g. office hours, webinars, nurture campaigns).