Senior Manager, Provider Operations Strategy & Programs

Sr. Manager, Provider Operations Strategy & Programs

Remote | Full-Time, Salary, Exempt | Includes Benefits, PTO, Flexible Schedule, Equity

About the Role

Provider Operations keeps Steno ’s nationwide network of court reporters running — coverage, quality, retention, and growth. This role exists to ensure we are staying coordinated across our team and with cross functional partners. You will own cross-functional program management, operational excellence, and strategic planning for the Provider Operations organization. You’ll identify and drive 3–5 high-impact initiatives per quarter, codify processes so they scale without scaling headcount, and ensure all pillar leaders (Quality of Service, Staffing, Experience, Growth, Analytics, Strategy & Programs) move in concert. This is a newly created role to help promote a clear line of sight for clients, and to find efficiencies in our cross-functional processes and workflows, but without impacting our clients' experience.

Reporting to the Sr. Director of Provider Operations, you’ll manage a small team of project managers and act as a strategic partner to pillar leaders.

Who We’re Looking For

Someone with deep operational and program management experience who can operate effectively without positional authority. You’re comfortable with ambiguity, naturally connect cross-functional work, and know how to balance documentation with flexibility. You move fast, you’re data-informed, and you ship. Equally important: you understand the operational reality well enough that your plans are grounded and executable, not theoretical. You’re trusted with ambiguous, high-stakes problems and expect to exercise business judgment on trade-offs that affect fill rate, cost, and team capability.

On a Regular Basis, You Will

- Partner with the Sr. Director to define and prioritize quarterly initiatives that span multiple pillars or require cross-functional coordination, developing comprehensive program briefs with scope, stakeholders, timeline, resource needs, success metrics, and dependencies

- Drive programs from initiation to close-out, tracking progress against milestones, escalating blockers early, and measuring outcomes—both quantitative (fill rate impact, cost savings, cycle time) and qualitative (process improvement, team alignment)

- Work with pillar leaders to document how core functions actually operate and design systems and tooling that scale processes without scaling headcount — playbooks, checklists, SLAs, decision trees that a new team member can execute on day one

- Audit for gaps, redundancies, and hand-off friction; recommend changes and track implementation

- Act as the connective lens across Quality of Service, Staffing, Experience, Growth, Analytics, Strategy & Programs — collecting signals from each pillar and flagging conflicts or opportunities early

- Manage relationships between Provider Ops and cross-functional partners (Sales, Product, Support), proactively communicating constraints and capacity

- Run quarterly planning sessions with pillar leaders to align on roadmap and surface risks and dependencies

- Maintain a forward-looking view of what’s coming in the next 8 weeks that could surprise the business, including market shifts and product changes that affect provider strategy

- Manage project managers, developing their scope and mentoring them into more complex projects

- Evaluate automation and AI tools with pillar leaders, knowing where technology truly changes the economics versus where it adds unnecessary complexity

You’ll Thrive in This Role If

- You’ve successfully managed 3+ concurrent programs across multiple teams without formal authority over those teams; you’re comfortable with ambiguity and track dependencies naturally

- You’ve built or substantially improved a repeatable process that scaled with the business; you understand how to balance documentation with flexibility and standardization with local adaptation

- You operate effect