Senior Program Manager, Support

Full Time - Austin, TX

Favor is looking for a Senior Program Manager for our Operations team to directly support continuous improvement and scale initiatives of the Support organization in Austin. Our Operations and Support teams are at the heart of what we do to deliver amazing experiences for customers, Runners (that’s what we call Favor delivery drivers), restaurants, stores, and team members. We are seeking an experienced Senior Program Manager who will report to the Director of Operations, Continuous Improvement to manage the complex projects in our future that will take our support organization to the next level.

What you’ll do:

  • Manage multiple concurrent and complex projects based on the evolving needs of the Support team
  • Partner closely with Favor’s Senior Director, Support to understand key opportunities, Support team bandwidth, and establish timelines for implementation
  • Collaborate across the Support and Operations teams to identify opportunities for continuous improvement, drive performance enhancements, conduct analysis, and drive solutions through a rigorous, data-driven process
  • Create and manage project plans with clearly defined deliverables and resources, and organize work streams while managing the budget, allocating resources, considering dependencies, tracking and communicating progress, and proactively identifying obstacles
  • Collect input from relevant stakeholders and leaders to ensure alignment across teams on goals, plans, deliverables, and deadlines, identify cross-functional impacts to project initiatives, and develop recommendations to influence continuous process improvement
  • Work with business owners to ensure all risks, issues, and dependencies are clearly identified, mitigated, and consistently monitored to ensure successful outcomes
  • Own agendas and action items for informative, strategic planning meetings to provide a clear measurement of progress, analytics, team alignment, and effective reporting
  • Build, scale, and execute programs that drive strategic priorities from ideation to implementation, primarily through strong program management principles 
  • Continually monitor and analyze the effectiveness of support and operations initiatives and programs to ensure bandwidth, information sharing, and decision-making processes are as efficient as possible
  • Plan and facilitate effective process improvement and change management initiatives across the Operations and Support teams (150+ people) 
  • Manage budget, usage, and performance of platforms and vendors needed to accomplish and support the Support team’s goals

Skills you have:

  • Bachelor’s degree in business or equivalent relevant work experience
  • 7+ years of program management experience, particularly in a contact center/customer support environment
  • Demonstrated experience creating and driving programs that deliver exceptional experiences to customers and constituents 
  • Experience across contact center models and familiarity with contact center systems, onboarding, and best practices
  • Strong attention to detail; ability to navigate complex, challenging problems and find creative solutions
  • Ability to build strong working relationships and rapport across all levels of the organization
  • Proficiency in the Microsoft Office suite, Google Suite, Slack, Jira, and project management software (or similar software)
  • A data-driven mindset and the ability to maintain a high degree of confidentiality
  • Strong time management and organizational skills with the ability to manage competing priorities and meet deadlines
  • Project Management Professional (PMP) certification is a plus

Who you are:

  • You are a process-oriented, empathic leader
  • You have the strong analytical skills needed to track, report, and provide insights on daily, weekly, and monthly metrics
  • You are a decisive and a clear communicator 
  • You are an accountable self-starter who thrives in an environment with shifting priorities 
  • You are excited to support the growth of a dynamic team
  • You are intimately familiar with project management software and principles 
Life at Favor

Where you’ll work: This is a hybrid role, meaning you’ll work from home roughly three days per week and collaborate with other team members in person at our HQ in Austin, Texas for the remaining work days. No matter where you work best, we foster an inclusive and flexible environment to support our workforce. 

Benefits: We offer premium health, vision, dental, and life insurance, alongside 401(k) options. We go beyond the basics, while also throwing in Favor delivery fee credit and H-E-B discounts! 

Paid time off (PTO): We offer unlimited PTO for salaried employees (that’s actually unlimited) and ample vacation time to all team members.

Learning and development: We encourage personal growth and education through Intern(al)ships and Learning Labs taught by Favor team members and external facilitators.

Community: Whether you’re an avid cyclist, dog lover, or Magic enthusiast, there’s a group for you here. We foster community through Employee Resource Groups (ERGs), quarterly company-wide events, weekly happy hours, and regular connection opportunities.

Diversity, equity, and inclusion: At Favor, we believe that to be the best delivery app in Texas, we need to represent all Texans. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives, and we are an equal opportunity employer. 

In addition, as a candidate, if you require any accommodations throughout the recruitment process, simply let your recruiter know! Our talent acquisition team will work with you directly to ensure a smooth and delightful process.
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