Sr Finance Program Manager

This role combines complex customer finance escalation management with strategic program leadership in a fast-growing technology environment.
You will spend the majority of your time owning high-severity customer finance requests, coordinating teams, managing risk, and driving timely resolution.
You will serve as the central point of accountability across Finance, Sales, Support, Customer Success, Product, Engineering, and other stakeholders.
Beyond individual escalations, you will identify recurring issues and lead programs that improve workflows, tooling, service levels, and customer-facing processes.
Your work will directly influence resolution times, customer satisfaction, operational efficiency, and the long-term prevention of recurring problems.
The ideal candidate is a structured, customer-focused operator who can bring clarity to ambiguity and communicate confidently with executive stakeholders.
This is a remote opportunity offering broad cross-functional exposure, meaningful ownership, and the ability to turn complex customer challenges into lasting improvements.

• 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or a related function, including direct ownership of high-severity escalations.
• Demonstrated success leading cross-functional process improvement programs from problem definition through implementation and adoption.
• Strong structured problem-solving skills, with the ability to use data to make decisions, quantify business impact, and prioritize initiatives.
• Strong program and project management capabilities, including managing multiple workstreams, dependencies, and stakeholders in time-sensitive environments.
• Excellent written and verbal communication skills, with the ability to synthesize complex situations into concise executive-level updates and recommendations.
• Strong customer-centric mindset with the judgment and composure needed to manage sensitive or high-severity situations.
• Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience.
• PMP, ITIL, Six Sigma, or another relevant program, incident, or process-management certification is a plus.
• Experience working in a SaaS, technology, or other complex customer-operations environment is preferred.
• Experience developing or improving escalation playbooks, SLAs, operating rhythms, dashboards, or audit-ready documentation is a plus.
• Experience coaching customer-facing teams on conflict resolution, de-escalation, and escalation prevention is preferred.