SMB Operation Program Manager

A globally leading consumer device company headquartered in Cupertino, CA  is looking for an SMB Operations Program Manager to join their team.  You''ll help define the long term strategy for SMB, drive CRM strategy and feature prioritization, and execute improvement projects like new customer feedback mechanisms. You thrive on turning ambiguity into action—building the checklists, dashboards, and processes that help business sales teams succeed. You''re equally comfortable analyzing CRM data to inform roadmap decisions and writing clear communications to help field teams adopt new processes.

Key Responsibilities:

• Collaborate with Product, Engineering, Logistics, Supply, Fraud, and Product Marketing teams to streamline and optimize cross-functional processes, ensuring maximum efficiency and effectiveness.
• Synthesize research, market data, and cross-functional initiatives into an executive-ready SMB strategy—diagnosing current performance vs. gaps, what to prioritize, with specific investment requirements and ROI projections.
• Analyze CRM usage and sales team needs to recommend feature priorities to Product and Engineering teams.
• Lead strategic business cases (e.g., evaluating migration to Salesforce) and drive adoption initiatives to improve system usage and sales outcomes.
• Lead cross-functional initiatives such as SMB trade-in programs, new NPS survey launches with Customer Insights, or other operational enhancements that require stakeholder coordination and change management.
• Write clear, concise communications to business sales teams explaining new processes, system updates, and operational changes—ensuring smooth adoption across all regions.

Minimum Qualifications:

• 5+ years in program management, strategic operations, or consulting roles with focus on operational execution and process improvement.
• Proven success launching complex, multi-quarter programs involving cross-functional stakeholders (engineering, product, logistics, sales, finance).
• Experience influencing product or systems roadmaps through data-driven recommendations and business case development.
• Strong analytical skills with ability to build performance metrics and reporting to inform decisions and measure program success.
• Track record of identifying process inefficiencies and implementing scalable solutions across large, distributed teams.
• Excellent written communication skills; able to translate complex processes into clear guidance for field teams and crisp recommendations for leadership.

Preferred Qualifications:

• Experience in sales operations, B2B commercial programs, or Retail operations.
• Familiarity with CRM systems (Salesforce, custom platforms) and driving user adoption.
• BA/BS or equivalent experience; MBA a plus.

Type: Contract
Duration: 6 months with extension
Work Location: Cupertino, CA (hybrid)
Pay Rate: $107.00 - $122.00 ph (DOE)