Program Manager

Program Manager

Who we are

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

Our Culture & Values

Mindtickle is proud to be an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work: In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.

Experience Level

Mid Level