When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.
Why We Have This Role
We are looking for an experienced Senior IT Program Manager to play a critical role in driving the successful delivery of programs that align business priorities with technology strategy. This role ensures we deliver value to the business while managing dependencies, risks, and communications across teams. You’ll be instrumental in creating structure and accountability in our IT delivery process.
How You’ll Find Success
- Program Execution: Lead large-scale, cross-functional programs and keep delivery aligned to business outcomes.
- Stakeholder Partnership: Proactively build trust quickly with stakeholders across IT, business, and external vendors.
- Change Navigation - Anticipate blockers and manage ambiguity with composure and clarity.
- Clear Communication - Translate technical and delivery details into compelling updates tailored to your audience. Keep everyone - from engineers to executives - informed with crisp, clear updates.
- Delivery Accountability - Define success metrics up front, track them throughout the program, and report on outcomes.
How You’ll Grow
- Enterprise Exposure - Gain exposure to enterprise-level program governance and cross-org planning process.
- Cross-Functional Collaboration - Build partnerships with IT strategy, enterprise architecture, and executive sponsors.
- Delivery Frameworks - Contribute to maturing our program management practices through playbooks, frameworks and mentoring.
- Expand your impact by shaping repeatable delivery models for future transformation initiatives.
Things You’ll Do
- End-to-End Program Management - Lead complex IT programs, from initiation through execution, risk management, and delivery.
- Requirement Analysis: Evaluate business processes, anticipate requirements, and uncover areas for improvement.
- Lead customer service transformation programs, from process redesign and platform implementation through adoption and measurable improvement in customer outcomes.
- Collaborate with stakeholders to define scope, success metrics, and delivery milestones.
- Manage multiple project teams across business units, IT, and vendors, ensuring aligned timelines and outcomes.
- Partner with ServiceNow platform owners, architects, and implementation partners to plan releases, manage configuration and integration dependencies, and prioritize the roadmap.
- Track program health using appropriate tools and metrics, ensuring issues are surfaced and addressed.
- Conduct steering meetings, retrospectives, and decision forums with executive and operational stakeholders.
What We’re Looking For On Your Resume
- 5+ years of experience leading IT programs with multiple workstreams, external vendors, and executive-level reporting, ideally in a complex, enterprise environment.
- Proven success delivering programs with cross-functional teams, external vendors, and multiple stakeholders.
- Experience leading customer service or support transformation initiatives (e.g., support operations redesign, case management modernization, self-service/knowledge enablement, or service-level improvements).
- Hands-on experience delivering programs on the ServiceNow platform (e.g., CSM, ITSM, or related modules).
- Strong command of program/project management tools and methodologies (Agile, Waterfall, Jira, Smartsheet, etc.)
- Experience managing risk, scope, and dependencies across teams with competing priorities.
- Exceptional communication and stakeholder engagement skills, including executive level reporting.
- Ability to lead without authority, influence outcomes, and foster collaboration across organizational boundaries.
- Bachelors’ degree in Business, Technology or related field.
- Project Management Professional or PRINCE certification
What You Should Know About This Team
- Supportive environment with opportunities to work both autonomously and collaboratively
- Fun, inviting, and inclusive team made up of passionate, kind, and smart people who exemplify what it means to be Customer Obsessed
- Continuous Improvement guides our path forward
Our Team’s Favorite Perks and Benefits
- Competitive salary, performance bonuses, generous 401(k) Match
- Wellness Reimbursement for $300 per quarter for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
- Unlimited Sick Days
- Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women’s Leadership Development, which exist as places for support, allyship, and advocacy.
For full-time positions, this pay range is for base per year; however, base pay offered within this range may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer. Full-time employees are eligible for medical, dental, vision, life and disability, 401(k) with match, paid time off, a wellness reimbursement, and mental health benefits. For a detailed look at our benefits, visit Qualtrics US Benefits.
Skills Required
- 5+ years of experience leading IT programs with multiple workstreams, external vendors, and executive-level reporting
- Experience delivering programs with cross-functional teams, external vendors, and multiple stakeholders
- Experience leading customer service or support transformation initiatives
- Hands-on experience delivering programs on the ServiceNow platform, including CSM, ITSM, or related modules
- Experience with program and project management tools and methodologies such as Agile, Waterfall, Jira, and Smartsheet
- Experience managing risk, scope, and dependencies across teams with competing priorities
- Exceptional communication and stakeholder engagement skills, including executive-level reporting
- Ability to lead without authority, influence outcomes, and foster cross-organizational collaboration
- Bachelor's degree in Business, Technology, or a related field
- Project Management Professional or PRINCE certification
What the Team is Saying
Qualtrics Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is considered strong, with PPO and high‑deductible plan options and the company paying 85% of U.S. medical premiums. Dental, vision, telemedicine, and HSA support round out the core package.
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Retirement Support — Retirement benefits are highlighted by a 401(k) with a 5% company match and immediate vesting. Employees also point to useful plan options alongside other financial protections.
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Wellbeing & Lifestyle Benefits — Wellbeing programs stand out through a $1,200 annual wellness stipend and no‑cost mental‑health support, plus five wellness days and unlimited sick time in the U.S. Additional lifestyle perks include an annual $1,800 Experience Bonus and up to 10 work‑from‑anywhere days.
Qualtrics Insights
What We Do
Qualtrics is trusted by thousands of the world’s best organizations to power exceptional customer and employee experiences that build deep human connections, increase customer loyalty, boost employee engagement, and drive business success. Our advanced AI and specialized Experience Agents™ allow businesses and governments to proactively interact with customers and employees in personalized ways across every channel and touchpoint, respond in-the-moment to fix or improve experiences, and stay across the latest market trends and opportunities. Our vision, as an organization, is to improve the human experience.
Why Work With Us
We're a place where strategic risks are encouraged & complex problems get solved together. Where nimble teams are empowered to set aggressive goals & move fast to win. A place that makes you feel safe as your authentic self. Where everyday work results in growth. And, most importantly, where what you do matters. That's why we work at Qualtrics.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader.
