Sr Program Manager

Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.

Itron is seeking a Senior Program Manager to lead high‑impact operational initiatives that enhance customer experience and accelerate operational excellence across our Customer Care & Operations organization. In this role, you will drive cross‑functional programs, deliver clear metrics and insights, and champion process innovation that supports utilities and cities worldwide. This is an opportunity to bring your authentic leadership, analytical strength, and collaborative approach to a mission‑driven technology company transforming how the world manages energy and water.

Duties and Responsibilities

- Manage the Customer Care & Operations (CCO) improvement initiatives library and intake process, applying authentic, transparent standards for evaluation, charter creation, ownership assignment, KPI development, and prioritization.

- Champion top operational initiatives by driving accountable progress tracking, timely updates, and delivery of high‑quality outcomes aligned with initiative charters.

- Design and oversee a comprehensive, agile escalation management process with clear ownership, robust tracking, consistent communication, and rapid, customer‑centric resolution.

- Manage and continuously enhance operational and financial dashboards, ensuring accurate, real‑time visibility to support informed decision‑making.

- Develop and maintain an end‑to‑end dashboard framework that provides aligned insights for engineers, leaders, and the department head.

- Track and report milestone achievements across major projects and initiatives, identifying risks, gaps, and opportunities using innovative, data‑driven methods.

- Deliver regular insights to leadership, highlighting KPI performance, operational health, customer experience impacts, and recommended actions.

- Lead creation of monthly business review materials, ensuring a complete and authentic view of CCO performance through the lens of customer experience.

- Lead process standardization, simplification, and continuous improvement initiatives to strengthen operational efficiency and quality.

- Apply structured change management practices that support collaborative adoption of new processes and tools across the organization.

- Conduct scenario planning to evaluate the impact of proposed changes and inform strategic decision‑making.

- Continuously review and simplify processes to ensure alignment with best practices, regulatory standards, and organizational goals.

- Lead the quarterly budget cycle, ensuring timely preparation, review, and submission in alignment with corporate standards.

- Oversee long‑term financial planning (LTF), partnering with finance and business leaders to develop accurate forecasts and surface risks and opportunities.

- Partner with finance to ensure data consistency, reconciliation, and clarity of budget targets and baselines.

- Establish budget targets, engage stakeholders in planning activities, and ensure accountable monitoring of expenditures.

- Conduct regular reviews of financial extracts to identify variances and recommend corrective actions.

- Report financial performance insights to senior leadership, highlighting trends and risks to support informed decision‑making.

Required Skills & Experience

- Experience in a senior operations or program management role within a large‑scale, complex support or managed services environment.

- Demonstrated expertise in budget management, financial planning cycles, forecasting, and P&L analysis.

- Experience reviewing and negotiating contracts with external contractors, partners, or suppliers.

- Strong analytical skills with proficiency in reporting frameworks, dashboard development, KPI analysis, and interpreting leading and lagging indicators.

- Experience leading process improvement initiatives and structured change management efforts.

- Ability to support productivity analysis, capacity planning, and budget compliance in large operational environments.

- Strong communication and stakeholder partnership skills, with the ability to work collaboratively across technical and business teams.

- Ability to analyze operational trends, develop improvement plans, and forecast the impact and timelines of process changes.

- Demonstrated ability to lead through change, navigate resistance constructively, and unify cross‑functional teams.

- Strategic thinker with a strong bias toward execution in an agile, fast‑paced environment.

- Bachelor’s degree or equivalent experience.

Preferred Skills & Experience

- Experience in support or managed services environments.

- Familiarity with technology solutions for the Utilities & Energy sector (e.g., smart metering, AMI, grid modernization, IoT).

- Experience with analytics and visualization tools such as Power BI or Tableau.

- Background or certification in continuous improvement methodologies (Lean, Six Sigma, etc.).

- Experience collaborating with distributed or global teams.

Physical Requirements: This is a typical office job, with no special physical requirements or unusual work environment.

Travel Requirements: up to 20-30%

Benefits Info

This position also includes a competitive benefit package including; financial, social, health and wellbeing programs, paid vacation, 401k matching, employee stock purchase program, hybrid work schedule, and more!

Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for!

The successful candidate's starting wage will be determined based on permissible, non-discriminatory factors such as skills and experience.

Itron is proud to be an Equal Opportunity Employer. If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email Accessibility@itron.com.

Itron is transforming how the world manages energy, water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency, build resilience and deliver safe, reliable and affordable service. With edge intelligence, we connect people, data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world: www.itron.com