Senior Program Manager, Support Operations

The Global Real Estate and Facilities (GREF) organization seeks a Sr. Program Manager to serve as the central point of contact between Support Operations and our EMEA stakeholders, partnering on what gets prioritized, aligning both teams on where to focus, and ensuring the right teams are activated to deliver results.

As a critical part of the Support Operations Enablement team, you will operate across two pillars - Activation and Insights -identifying opportunities and building roadmaps that prioritize the highest-impact, mobilizing partner teams to deliver results. Success is measured by defects removed and improvements actioned, not recommendations made.

Activation: Cross-Functional Execution & Regional Partnership

• Build trust-based partnerships. Earn credibility across Regional Teams, Business Intelligence, Technology, Operations, and Design and Construction by deeply understanding each team's priorities and constraints.
• Champion regional context and drive measurable improvement. Regional support operations will improve because you embedded close to frontline teams, diagnosed site-level defect drivers, and activated the right partners to resolve them.
• Influence regional roadmaps. You will shape what gets worked on by bringing data-backed recommendations to Regional Portfolio Management (RPM) and Support Ops leadership, providing a critical voice in prioritization and tradeoff conversations.
• Operate as connective tissue and close feedback loops. Serve as the bridge across Regional Portfolio Management (RPM) and Support Operations. Carry regional knowledge, frontline patterns, and operational context back to Support Ops, and keep RPM updated on critical Support Ops workstreams.
• Manage the activation intake. When launching initiatives, advise stakeholders on which Support Operations teams to engage (e.g. Customer Insights for research, Help Desk for service support, Communications for change management) with clear lead times and SOPs. Insights: Opportunity Diagnosis & Decision Enablement
• Own the business review cadence. Design and run MBR/QBR mechanisms that enable leadership to track performance against targets, identify risks, and adjust course transparently.
• Build low-friction decision infrastructure. Develop nimble frameworks that improve decision quality and craft data-backed narratives that secure leadership commitment.
• Reshape prioritization. Your analyses will challenge leadership assumptions with data, sizing the most impactful opportunities across listening channels: service requests, performance metrics, employee feedback, and operational costs.
• Surface non-obvious patterns. Diagnose the drivers behind key KPIs and vendor performance gaps that conventional reporting misses.
• Use AI to drive analytical speed and scale. Leverage AI within a broader analytical toolkit to accelerate pattern recognition and enable predictive insights. Key job responsibilities
• Serve as the central point of contact for EMEA regional teams, translating inputs from frontline operations, RPM strategic initiatives, and Support Operations expertise into a cohesive view of priorities and ensuring alignment across both organizations
• Design and run monthly and quarterly business reviews that drive accountability, highlight obstacles, and align leadership on course corrections
• Build and maintain the defect reduction roadmap in partnership with RPM; align on prioritization and track progress against targets
• Stand up and manage the Support Ops activation intake process - routing initiatives to the right owners with clear lead times, SOPs, and dependency tracking
• Diagnose vendor performance gaps alongside RPM and Vendor Performance, surfacing drivers during business reviews and activating corrective action through the right Support Ops teams
• Serve as the regional Enablement partner for EMEA, embedding close to frontline teams while coordinating cross-regionally on multi-market initiatives
• Build repeatable artifacts and processes that eliminate friction and accelerate both insight generation and activation across recurring opportunity types

Basic qualifications

- Experience in program or project management

- Experience using data and metrics to determine and drive improvements

- Experience owning program strategy, end to end delivery, and communicating results to senior leadership

- Experience with roadmap strategy and definition

- Track record of earning trust and building productive partnerships with stakeholders across diverse functions (e.g., Operations, Finance, Technology, BI) by deeply understanding their priorities and constraints

- Exceptional written and verbal communication skills, with the ability to distill ambiguous, multi-source data into concise narratives that drive decisions and influences actions across all levels

- Knowledge of general AI tools and demonstrated ability to apply AI-powered analytics to surface insights and inform decision-making

Preferred qualifications

- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

- Experience leading process improvements

- Experience serving as a liaison or embedded partner across central and regional teams in a global organization, with a track record of translating local context into actions

- Experience building and running business review mechanisms (MBR/QBR) with senior stakeholders

- Track record of standing up new processes or intake mechanisms from scratch in ambiguous environments

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