Program Manager - Finance

About the Opportunity: The Senior Escalations Program Manager is the single-threaded owner for the most complex customer escalations (approximately 70 percent of time). This person coordinates cross-functional resources, manages executive-level communications, and ensures rapid, high-quality resolution. Leveraging insights from these cases, the role spends the remaining 30 percent leading projects that eliminate root causes, streamline workflows, and scale customer-facing processes. This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.You should apply if: You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely. You are the architect of your own career: If you put in the work, this role won’t be your last at the organization. The organization sets up employees for success and has built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.You’re energized by this opportunity: The vision to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for customers.You want to be with the best: Within this team, success is achieved together, celebrations are shared, and support is provided to one another. You will be surrounded by a high-caliber team that will encourage you to do your best.In this role, you will: Own P1/P2 escalations end to end triage, action plans, and real-time status updates to customers and executives.Deliver crisp post-mortems and executive summaries; track MTTR, CSAT, and follow-up actions.Analyze escalation themes, quantify business impact, and prioritize process-improvement opportunities.Lead cross-functional initiatives to standardize escalation workflows, SLAs, tools, and dashboards.Coach frontline teams on prevention and de-escalation best practices.Drive stakeholder alignment and accountability for commitments arising from escalations.Success Metrics: Mean Time to Resolution (MTTR) for high-severity cases.Post-escalation CSAT/NPS.Percent systemic issues permanently fixed within 90 days.SLA adherence and audit-ready documentation.Minimum requirements for the role: 4+ years in Customer Success, Support Ops, Trust & Safety, or similar, owning high-severity escalations.Track record of leading cross-functional process-improvement projects.Structured problem-solver; data-driven decision-making.Strong program/project management chops (PMP, ITIL, Six Sigma a plus).Executive-level written and verbal communication and stakeholder influence.Bachelor’s in Business, Ops, Engineering, or related field.An ideal candidate also has: Customer-obsession and empathy.Analytical rigor and storytelling.Conflict resolution and stakeholder management.Bias for action and ownership.Continuous-improvement mindset.Disclaimer RemoteHunter isn’t the EOR (Employer of Record) for this position. Instead, our role in this specific opportunity is to link outstanding candidates with a top-tier employer.