Program Manager

Role summary

The Program Manager, Services runs the internal programs that make Mindtickle Services efficient, predictable and profitable. The role spans all four service lines - Professional Services, Content as a Service (CaaS), Managed Services and Technical Solutions - rather than a single customer engagement.

You will own portfolio-wide visibility into cost, revenue, margin and sourcing (in-house vs. outsourced); run strategic Services initiatives from charter to closure; coordinate internal response on escalations and accounts that need operational support; and build the executive narratives that leadership uses with founders, Sales and customers.

This is a hands-on, high-ownership role for a structured operator who is equally comfortable in a spreadsheet, a platform, a cross-functional working session and an executive deck.

Key responsibilities

1) Services portfolio governance & visibility

• Build and maintain a single source of truth across PS, CaaS, Managed Services and Technical Solutions: active programs, capacity, utilization, delivery health and risk.
• Run the Services governance cadence - weekly portfolio reviews, monthly business reviews and quarterly planning - with clear decision logs and action tracking.
• Define and standardize portfolio metrics and reporting so leadership can see issues early and act on data, not anecdotes.

2) Program financials: cost, revenue & sourcing

• Track Services revenue, cost and margin by service line, account and program; surface variance and its drivers.
• Maintain clear visibility into what is delivered in-house versus outsourced - vendor spend, contractor utilization and the cost/quality trade-off of each.
• Support pricing, estimation and capacity models with leadership, Finance and Presales; flag margin risk before deals are signed and during delivery.
• Prepare inputs for budgeting, forecasting and headcount planning.

3) Strategic initiatives

• Charter, plan and drive Services-wide initiatives end to end - e.g., AI-led delivery transformation, new service packaging, operating-model changes and tooling rollouts.
• Own initiative governance: scope, milestones, owners, dependencies, RAID logs and success metrics.
• Hold cross-functional owners accountable and report progress and outcomes to leadership.

4) Escalation & account operations support

• Act as the program lead on escalations: assemble the right internal team, run the recovery plan, track commitments and close the loop.
• Provide operational support to accounts that need it - resourcing gaps, cross-team dependencies, commercial or scope clarity - without becoming the day-to-day delivery owner.
• Capture root causes and turn recurring issues into process or product fixes.

5) Operational efficiency & process improvement

• Identify inefficiencies across service functions - hand-offs, duplicated effort, tooling gaps, manual reporting - and drive measurable fixes.
• Standardize playbooks, templates and operating rhythms across service lines.
• Partner with team leads to apply AI and automation to internal workflows (reporting, estimation, resource allocation).

6) Executive communication & storytelling

• Build executive presentations for founders, leadership reviews, Sales/GTM forums and customer executive meetings.
• Turn operational data into a clear narrative: what is happening, why it matters and what decision is needed.
• Draft briefs, business cases and updates for Services leadership.

Tools, cadences & metrics

Tools: Jira, Rocketlane, Excel/Google Sheets, Salesforce (inputs), BI dashboards, Google Slides/PowerPoint, and AI assistants for analysis and drafting.