Senior Program Manager

Meet the team:

At Latitude AI, our operations team is a rapidly growing group of industry experts dedicated to bridging the gap between our advanced vehicle operations and commercial managed services directed at a commercial model. Operating under a managed service model, this team ensures the seamless, reliable delivery of our comprehensive portfolio of contractual services.

As the foundational link between our technology and our clients, our mission is two-fold:

• Driving Commercial Services on a Global Scale: We are actively laying the groundwork to expand Latitude's operational footprint with external clients that may require support globally.
• Fueling Sustainable Growth: By successfully executing revenue-generating service programs, they unlock new value for external clients while fostering continuous internal innovation while generating value of our services within Ford. 

Ultimately, the Commercial Operations team ensures that as our services grow, our standards of excellence remain uncompromised—fueling the future of Latitude both at home and abroad.

What you’ll do: 

As a  Senior Program Manager, you will lead the strategic deployment, scaling, and daily operations of our Electric Vehicle (EV) services specific to our commercial service portfolio. You will bridge the gap between our customers, vendors and the internal operations of mapping, data labeling, Fleet/Fleet support, and Triage Operations ensuring maximum asset utilization, safety, and operational excellence tied to commercial SoW’s.  This role is highly cross-functional requiring the understanding of Latitude AI’s  operational services, client engagement and client portfolio management

 

Vendor & Outsourcing Management

• Manage end-to-end relationships with third-part  managed service providers (MSPs) delivering  operations
• Enforce and monitor contractual Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and key performance indicators (KPIs)
• Review statements of work (SOWs), oversee vendor contract lifecycles, and drive accountability for continuous service improvement plans (CSIP)

Program Delivery & Operations 

• Service Delivery & Operations: Oversee day-to-day execution across multiple managed service workstreams, ensuring high system availability, security compliance, and continuous service improvement tied to your customers
• Ensure consistent alignment of agreed upon SoW services with customers ensuring seamless remote and on-premise employee experiences
• SLA & KPI Tracking: Establish, monitor, and report on robust operational dashboards tracking ticket resolution velocities, incident trends, and uptime standards
• Conduct Monthly Business Reviews  (MBR’s) and Quarterly Business Reviews (QBR’s) with client stakeholders
• Risk & Issue Management (RAID): Proactively identify delivery bottlenecks, resource constraints, or SLA breaches, deploying comprehensive mitigation and escalation plans
• Transition & Transformation: Lead large-scale onboarding and transition programs when taking over new environments from client teams or alternate vendors
• Cross-Functional Leadership: Coordinate distributed teams across on-shore, off-shore, and third-party vendor landscapes

Financial & Resource Governance

• Manage large program budgets, forecast operational run-rates, optimize vendor spend, and approve SOW change requests
• Track financial variance, consumption-based pricing models, and license management for products software under managed services portfolio

Stakeholder & Matrix Leadership

• Internal operational governance: Enforce service  performance, service level agreements, act as primary liaison between internal and vendor service owners tied to your client contract
• Act as the primary escalation point for critical operational issues, major incidents, and transition milestones involving the commercial contracts being supported. operational metrics, and contract compliance
• Lead cross-functional executive steering committees, reporting program performance, risk mitigation strategies, and financial status to senior leadership
• Coordinate matrixed internal teams (Fleet, IT, Triage, Mapping and Labeling) with external supplier resources
• Client Relationship Management: Serve as the primary operational escalation point and strategic operational advisor for executive-level client stakeholders both internally and externally

What you'll need to succeed:

• Bachelor’s degree with 4+ years experience. In lieu of a Bachelor’s degree, an Associate’s degree with 6 years of experience or a High School Diploma or GED equivalent with 8 years of employment experience required.
• 6-8+ years of project/program management experience, with at least 4–6 years specifically focused on outsourcing, managed services provider (MSP) environments, or vendor management

• Familiarity with modern workspace technologies (Slack,Google Suite, Fleetio, Project suite)
• Understanding of ITIL service management frameworks (ITIL v4 certification highly preferred)
• SoW development and contract negotiations

Nice to have: 

• Certifications: PMP, PgMP, or ITIL Managing Professional/Expert designations strongly preferred
• Experience with Data Analytics/Data Analytics tools

What we offer you:

• Competitive compensation packages
• High-quality individual and family medical, dental, and vision insurance
• Health savings account with available employer match
• Employer-matched 401(k) retirement plan with immediate vesting
• Employer-paid group term life insurance and the option to elect voluntary life insurance
• Paid parental leave
• Paid medical leave
• Unlimited vacation
• 15 paid holidays
• Daily lunches, snacks, and beverages available in all office locations
• Pre-tax spending accounts for healthcare and dependent care expenses
• Pre-tax commuter benefits
• Monthly wellness stipend
• Adoption/Surrogacy support program
• Backup child and elder care program
• Professional development reimbursement
• Employee assistance program
• Discounted programs that include legal services, identity theft protection, pet insurance, and more
• Company and team bonding outlets: employee resource groups, quarterly team activity stipend, and wellness initiatives

Learn more about Latitude’s team, mission and career opportunities at lat.ai!

The expected base salary range for this full-time position in California is $110,480 - $165,720 USD. Actual starting pay will be based on job-related factors, including exact work location, experience, relevant training and education, and skill level. Latitude employees are also eligible to participate in Latitude’s annual bonus programs, equity compensation, and generous Company benefits program, subject to eligibility requirements.

Candidates for positions with Latitude AI must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire.

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