Senior Manager, Provider Operations Strategy & Programs at Steno in Remote (United States)

Job description

• 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.
• 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.
• 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 effectively without positional authority and can present trade-offs to senior leadership, influencing decisions even when stakeholders disagree
• You’re data fluent with the ability to self-serve data to identify problems, track progress, and make trade-off calls
• You ship — you set realistic plans, track against them, course-correct when needed, and avoid both paralysis by analysis and skipping necessary planning
• You have experience at a high-growth company, especially in supply-side, logistics, or marketplace operations where you’ve seen how ops scales
• You’ve managed one or more direct reports and developed them into independent operators
• You communicate clearly and present ideas to senior leadership without jargon; clear communication signals you actually understand something
• You’re comfortable with ambiguity and have made progress in environments where the mandate was clear but the path wasn’t

Responsibilities

• 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

Requirements

• 6+ years of experience in operations, business operations, or program management—or equivalent leadership impact in a relevant domain
• Demonstrated track record of managing cross-functional work without positional authority
• Strong written and verbal communication skills
• Comfort with ambiguity and high-stakes decision-making with incomplete information
• Supply-side ops, provider/marketplace operations, or recruiting/staffing supply chain experience
• Work in regulated industries or organizations with complex external stakeholder management (e.g., gig economy, healthcare staffing, field services)
• Hands-on experience evaluating and implementing new tools or automation technologies
• Facilitation or workshop design skills — you’ve led strategic planning sessions or cross-team retrospectives

Skills

Required

• Program management
• Cross-functional collaboration
• Data fluency
• Communication
• Ambiguity management
• Strategic planning
• Process improvement
• Leadership

Preferred

• Supply-side operations
• Provider/marketplace operations
• Recruiting/staffing supply chain
• Regulated industries
• Automation tools evaluation
• Facilitation
• Workshop design

Benefits

• Salary: $135,000-$165,000
• Health, Vision, & Dental Benefits — generous company-sponsored health plans for both employees and dependents, including comprehensive vision & dental
• Wellness/Mental Health — shared benefits to be used among employees and families
• Flexible Paid Time Off — allowing employees to find balance in their lives
• Options of Equity — we know our success is nothing without our team
• Access to a company-provided 401(k) account
• A home office setup and a monthly stipend to offset internet and phone costs