Associate Program Manager

About the role

ClassPass runs operational programs for its partners and internal teams through offshore business process outsourcing (BPO) teams. As an Associate Program Manager you will take on established programs and workstreams, keep them running day to day, and support Senior Program Managers by handling the operational side of their programs so they can focus on strategy and stakeholder leadership. The portfolio is shaped by team needs and evolves with the business.

Key responsibilities

• Coordinate day-to-day operations of BPO-delivered programs: weekly check-ins with vendor team leads, quality reviews, and capacity tracking against demand
• Manage request intake and prioritization, set turnaround expectations with stakeholders and track delivery against SLAs
• Write and maintain SOPs, job aids and training materials
• Build and maintain program reporting (weekly recaps, monthly readouts, KPI dashboards) and share results with stakeholders and leadership
• Investigate root causes of 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, including documentation, communication setup and launch QA
• Support Senior Program Managers with 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

Required profile

• 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
• Bachelor's degree, technical certification or equivalent work experience
• Experience coordinating with vendors or outsourced teams is a plus

Required skills

• Comfortable with Salesforce, Excel, Notion, Asana and Slack; Tableau or Snowflake exposure is helpful
• Strong written communication, especially writing procedures others will follow
• Initiative, strong interpersonal skills and ability to work in a cross-functional, fast-paced environment