Associate Program Manager

The Role You'll Play

You'll join a team of program managers who run the operational programs that keep ClassPass partners, and internal teams moving. As an Associate Program Manager, you'll take on a set of established programs and workstreams delivered through our offshore business process outsourcing (BPO) teams, keep them running well day to day, and support the Senior Program Managers on your team by taking on the operational side of their programs so they can focus on strategy and stakeholder leadership. Your portfolio will be shaped around team needs and will evolve as the business does. This is a role for someone who likes turning messy operational work into clear, repeatable processes, is comfortable working with vendor teams across time zones, and wants to grow toward owning programs end to end.

Coordinate day-to-day operations for BPO-delivered programs: weekly check-ins with vendor team leads, quality reviews, and capacity tracking against demand

Manage request intake and prioritization within agreed criteria, set turnaround expectations with stakeholders, and track delivery against SLAs

Write and maintain SOPs, job aids, and training materials so operations teams can execute consistently

Build and maintain program reporting (weekly recaps, monthly readouts, KPI dashboards) and share results with stakeholders and leadership

Investigate root causes behind quality misses, escalations, and rework, and drive fixes with system owners and partner teams

Identify and deliver automation and process improvements that reduce manual effort and operating cost

Support onboarding of partners, clients, or internal teams onto operational programs, including documentation, communication setup, and launch QA

Support Senior Program Managers with operational duties within their programs, including data pulls, reporting, quality reviews, SOP updates, and BPO coordination

Escalate scope, cost, vendor, and prioritization decisions to your manager with a clear recommendation

Contribute to quarterly OKR planning and annual budget inputs for the programs you support

All other duties as assigned

The Experience You’ll Bring

Able to work Mountain Time hours

1 to 2 years of program, project, or operations management experience

1+ year of project and process implementation experience

Experience coordinating with vendors or outsourced teams is a plus

Comfortable working in Salesforce, Excel, Notion, Asana, and Slack; exposure to Tableau or Snowflake is helpful

Strong written communication, especially writing procedures others will follow

High level of initiative for excellence, results, and process improvement

Strong interpersonal skills and success working in a cross-functional, fast-paced environment

Bachelor's degree, technical certification, or equivalent work experience