Program Manager 4

This role will lead complex technical programs, establishes scope and milestones, improves cross-team processes, automates reporting, and acts as a technical liaison across stakeholder teams.

Primary Responsibilities

Program Ownership

• Lead one or more major GPU Cluster Health domains such as strategic customer availability, partner repair execution, RMA/spares governance, data/reporting framework, repair workflow improvement, or engineering platform tooling.

• Translate availability gaps into structured programs with scope, owners, milestones, KPIs, risks, dependencies, and executive-ready status.

• Drive weekly operating rhythm for assigned domains, including KPI review, blockers, escalations, decisions, and follow-through.

Customer and Horizontal Leadership

• Support the vertical/horizontal TPM model by owning either a customer vertical or a horizontal functional area.

• For vertical ownership, lead availability and repair strategy for assigned strategic customers and customer clusters.

• For horizontal ownership, lead cross-cutting programs such as NVIDIA/AMD partner tracking, SDE/SRE tooling, RMA/spares feedback loop, SOP tracking, or metrics/reporting framework.

KPI Definition and Governance

• Define KPI measurement methods for repair health, including cluster availability, unavailable-hostbacklog, repair cycle time, repair success rate, reopen rate, spare availability, RMA loop performance, partner responsiveness, and SLA/SLO adherence.

• Drive consistent reporting standards across TPMs and support teams.

• Identify trends across multiple workstreams and convert them into prioritized corrective actions.

Cross-Functional Execution

• Partner with India, Morocco, and Mexico SDE/SRE teams to identify tooling and first-level support needs.

• Prioritize tooling requirements that reduce manual repair coordination, improve triage, automate reporting, or accelerate repair handoffs.

• Work with GSL, CHS, CPV, TRS, Warminator, and data center operations to remove repair blockers.

• Support incident-style escalation for clusters at availability risk.

Continuous Improvement

• Lead post-program retrospectives and drive process updates.

• Standardize repeatable playbooks, intake processes, escalation paths, and repair governance artifacts.

• Identify automation opportunities and advocate for prioritization.

Expected Outcomes

• Major repair programs have clear objectives, metrics, owners, and measurable improvement.

• Leadership has reliable visibility into customer cluster health and repair risk.

• Repair blockers are resolved through structured governance instead of ad hoc escalation.

• Tooling and reporting requirements are translated into actionable SDE/SRE work.