Senior Finance Program Manager

Owning complex customer escalations, the full-time remote Senior Finance Program Manager will manage high-severity finance requests, coordinate cross-functional resources, and drive systemic improvements to enhance the customer experience. Key responsibilities Manage priority customer escalations end to end, including triage, action planning, and real-time updates to stakeholders Lead cross-functional programs to standardize escalation workflows and improve customer-facing processes Analyze escalation themes to identify opportunities for process and workflow improvements Required qualifications 4+ years of experience in Customer Success, Support Operations, or incident management with ownership of high-severity escalations Demonstrated success in leading cross-functional process-improvement programs Strong program and project management skills with the ability to manage multiple workstreams Bachelor's degree in Business, Operations, Engineering, or a related field, or equivalent practical experience Excellent communication skills for synthesizing complex situations into clear updates