Senior Programs & Operations Manager, Global Services

Strategic Program Leadership

• Own and drive complex, cross-functional programs aligned to Global Services’ strategic priorities, from definition through execution and delivery.
• Define program scope, objectives, success metrics, milestones, and timelines in partnership with senior stakeholders.
• Establish clear governance, risk management, and communication frameworks to ensure programs stay on track and deliver intended outcomes.
• Facilitate stakeholder alignment across regions and functions, managing expectations and maintaining momentum throughout the program lifecycle.
• Measure program performance, identify risks and dependencies, and adapt plans as needed to ensure successful delivery.
• Document learnings and translate them into playbooks, templates, and best practices to scale impact across the organization.

Operational Excellence & Process Innovation

• Ensure key operational workflows are successful and run seamlessly. Provide operational leadership & support across our systems, tools, and processes within the Global Insights & Renewal Operations organization (Kantata, Salesforce, JIRA, Totango).
• Develop a deep understanding of KPIs and operating rhythms to support data-driven decision-making.
• Lead weekly, monthly and quarterly reporting, analysis, and business reviews in partnership with regional leaders, surfacing insights, trends, and recommended actions.
• Establish and continuously improve operating processes, tools, and cadences that enable teams and leaders to execute effectively against business goals.
• Identify opportunities to streamline processes, reduce friction, and scale operations through automation, AI/agentic workflows, and best-practice adoption, using change management and program management principles to deliver sustainable, scalable outcomes.
• Coordinate cross-functional efforts to streamline workflows, resolve issues, and improve end-to-end operational efficiency.
• Create, maintain, and enforce clear operational documentation, standards, and governance models to ensure consistency and compliance.
  
  

• 7+ years of experience in program management, operations, or business operations roles within a fast-paced, cross-functional environment.
• Proven experience leading complex programs with multiple stakeholders, competing priorities, and global impact.
• Strong analytical and reporting capabilities, with experience translating data into insights and recommendations.
• Hands-on experience with PSA and deal desk systems, Salesforce, program and project management tools (e.g., Asana, JIRA, Trello, Monday), and business analytics platforms (Google Sheets, Excel, Tableau).
• Excellent organizational skills with the ability to manage multiple workstreams simultaneously without losing attention to detail.
• Strong communication and stakeholder management skills, with comfort working directly with senior leaders.

Ability to operate independently, handle sensitive information with discretion, and adapt quickly in dynamic environments.

• What We Offer:
  - Enjoy flexible paid time off options for enhanced work-life balance
  - Meltwater demonstrates a commitment to your well-being by contributing towards Discovery Health, ensuring robust healthcare coverage
  - Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
  - Energetic work environment with a hybrid work style, providing the balance you need
  - Benefit from our family leave program, which grows with your tenure at Meltwater.
  - Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
  
  

   Where You'll Work: V & A Waterfront, 3 Dock Rd., 8001 Cape Town
  
  When You'll Join: ASAP