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The Opportunity: Leading Execution & StrategyJoining the Customer Success team as a Senior Manager, Program Management (Team Leader) , you will serve as the right-hand strategic partner to the Head of Customer Success, UK, leading the execution arm of our Customer Success initiatives and managing change that drives frictionless customer experiences. Your core mission is to manage and implement a high-stakes portfolio of strategic programs that drive world-class digital and expert-led customer experiences. Critically, this role fills a vital BizOps function for the CS leadership team, translating strategy into measurable execution and providing organisational rigor. This role requires a leader defined by extreme ownership, unwavering accountability, and organisational precision . You'll be someone who is comfortable with direct, high-stakes conversations and serves as a reliable anchor, providing the necessary structure, clarity, and control to complement a fast-paced, strategic focus. ResponsibilitiesStrategic Leadership and BizOps Partnership Strategic Alignment: Understand and translate the global CS strategy and vision, ensuring the entire program portfolio directly ladders up to core business KPIs: Revenue, Retention, CSAT, and NPS . Executive Support: Serve as the Hiring Manager's partner in driving the BizOps function , including planning and leading quarterly leadership offsites, preparing portfolio reviews, and packaging up team progress against goals and commitments. Drive Decision Velocity: Accelerate decision-making and remove organisational barriers through clear data, decisive action, and active management of cross-functional partners. Program Execution and Accountability Player-Coach Model: Act as the Team Lead and a hands-on Player-Coach . You will provide leadership and direction