Senior Strategic Program Manager

Rithum™ is the world’s most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. We provide an unmatched platform for brands and retailers, enabling them to accelerate growth, optimize operations across channels, scale product offerings and enhance margins.

Today, more than 40,000 companies trust Rithum to grow their business across hundreds of channels, representing over $50 billion in annual GMV. Using our commerce, marketing, and delivery solutions, our customers create optimized consumer shopping journeys from beginning to end.

Overview

As a Senior Strategic Program Manager at Rithum, you are responsible for advancing strategic initiatives and operational transformation efforts that improve how the organization supports clients across the full customer lifecycle. You drive cross-functional programs focused on service scalability, operational excellence, AI-enabled process improvement, and client experience optimization. This role partners closely with Client Success, Product, Services, Engineering, Commercial, Finance, and Operations leaders to solve complex business challenges, influence strategic priorities, and implement scalable operational frameworks that support long-term growth and organizational effectiveness.

Responsibilities

Strategic Programs and Operational Transformation

• Lead strategic programs and transformation initiatives that improve the client operating model across onboarding, retention, growth, escalation management, and service scalability.
• Design scalable operating models, service frameworks, segmentation strategies, and operational processes that improve client outcomes and business efficiency.
• Structure ambiguous business challenges, conduct analysis, and translate findings into actionable recommendations and execution plans.
• Identify operational gaps, process inefficiencies, and scaling challenges, and drive solutions that improve consistency and scalability.
• Support enterprise priorities through operational transformation initiatives aligned to long-term business goals.

Cross-Functional Leadership & Execution

• Lead complex cross-functional initiatives from concept through execution, driving alignment, accountability, and measurable outcomes.
• Partner with Client Success, Product, Services, Engineering, Commercial, Finance, and Operations teams to support strategic initiatives and operational improvements.
• Influence decision-making across technical, commercial, and operational teams through data-driven insights and recommendations.
• Guide stakeholders through organizational change, including new processes, operating models, and workflow adoption.
• Manage initiative timelines, deliverables, dependencies, risks, and communications across global teams.

Analytics, Insights & Operational Excellence

• Build and manage reporting frameworks and dashboards focused on client health, service quality, operational effectiveness, and business performance.
• Analyze operational and client data to identify trends, risks, opportunities, and improvement areas that inform strategic decisions.
• Develop executive-ready presentations, business reviews, status updates, and strategic insight materials.
• Establish scalable reporting processes, operational standards, and governance practices that improve visibility and execution consistency.
• Measure initiative outcomes and operational performance to support continuous improvement.

AI, Automation & Innovation

• Champion AI adoption and workflow automation to improve decision-making, reduce manual effort, and enhance the client experience.
• Identify opportunities to leverage AI, automation, and emerging technologies to improve operational scalability and organizational effectiveness.
• Partner across teams to implement AI-enabled workflows, reporting enhancements, and operational tooling improvements.
• Promote AI-first and data-driven ways of working that improve productivity, consistency, and business impact.

Qualifications 

Minimum Qualifications  

• 8+ years of experience in client success, services, operations, business transformation, program management, consulting, or related roles within SaaS, e-commerce, marketplace, or technology environments.
• Demonstrated experience leading complex cross-functional initiatives and driving operational or strategic transformation efforts.
• Strong experience designing scalable operating models, service frameworks, client engagement strategies, or operational support structures.
• Proven ability to solve ambiguous business problems using structured thinking, analytics, research, and data-driven decision-making.
• Strong executive communication, stakeholder management, and cross-functional influence skills.
• Experience driving alignment and execution across global, matrixed, and fast-paced organizations.
• Strong analytical and operational problem-solving capabilities with experience leveraging metrics and reporting to inform business decisions.
• Experience leveraging AI tools, workflow automation, or emerging technologies to improve operational efficiency and client outcomes.

Preferred Qualifications 

• Experience with Rithum marketplace, brands and retailer solutions.
• Experience in Client Success Operations, Services Strategy, Business Operations, or Transformation functions within a SaaS or commerce technology organization.
• Experience supporting enterprise client organizations or complex service delivery environments.
• Familiarity with Salesforce, Jira, Gainsight, or other operational and workflow management platforms.
• Experience implementing AI-enabled operational workflows, predictive analytics, or automation initiatives.
• Experience working across multiple regions, business units, or global stakeholder groups.
• Bachelor’s degree or equivalent practical experience; MBA preferred.

Travel Required

Up to 10%

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

What it’s like to work at Rithum 

When you join Rithum, you can expect to work with smart risk-takers, courageous collaborators, and curious minds.

As part of the Rithum team, you are valued, supported, and included. Guided by a transparent culture and accessible, approachable leadership, we offer career opportunities aligned to your ambitions and talents. To ensure work and life balance works for you, we also offer an array of resources to support you and your families, including comprehensive benefits and wellness plans.

At Rithum you will:

• Partner with the leading brands and retailers.
• Connect with passionate professionals who will help support your goals.
• Participate in an inclusive, welcoming work atmosphere.
• Achieve work-life balance through remote-first working conditions, generous time off, and wellness days.
• Receive industry-competitive compensation and total rewards benefits.

We believe in transparency and fairness in our compensation practices.

For this position, the expected base pay range is: $145,000-$195,000 per year. 

This range represents the base pay for the role across all U.S. locations and is determined based on market data, internal equity, and experience. Final compensation may vary depending on geographic location, skills, and relevant experience.In addition to base pay, we offer a discretionary bonus for non-sales roles, a comprehensive benefits package, and, where applicable, sales incentives.

For this position, the expected discretionary bonus is 12% of the annual base salary.

 Benefits 

• Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1
• A 6% 401(k) match
• Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days
• 12 weeks primary caregiver leave & 4 weeks secondary caregiver leave
• Accident, critical illness, and hospital indemnity insurance
• Pet insurance
• Legal assistance and identity theft insurance plans
• Life insurance 2x salary
• Access to the Calm app and the Employee Assistance Program
• $65/month Remote work stipend for internet
• Culture and team-building activities
• Tuition assistance
• Career development opportunities
• Charitable contribution match up to $250 per year

Rithum is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic. All employment is decided on the basis of qualifications, merit, and business need.

We're committed to providing reasonable accommodations in accordance with the law for qualified applicants. If you require assistance during the interview process due to a medical condition or need support accessing our website or completing the application process, please reach out to us by completing the Accommodations Request Form. Your comfort and accessibility are important to us, and we're here to ensure a seamless experience as you explore opportunities with our team.