Principal Program Manager

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers. What's the opportunity? We're looking for a Principal Program Manager to join the Strategic Program Management team in San Francisco. This is a senior individual contributor role where you shape how Fin’s highest-priority objectives get set up for success and delivered. Reporting to Senior Manager, Strategic Program Management, you'll work directly with senior leaders across every org to turn ambiguous, high-stakes company goals into programs that deliver on their goals. You'll also raise the bar for how program management works at Fin, building the systems and practices that make the whole team, and those that work with you, better. What will I be doing? - Partner directly with execs and senior leadership to define programs of work that enable Fin to hit its highest priority company objectives - Take a holistic view across programs, connecting the dots back to company strategy and surfacing gaps, misalignment, or opportunities to streamline - Take ambiguous, high-stakes problems and drive them to clarity - defining the right structure, roles, and decision-making frameworks, often from scratch - Drive cross-functional decision-making by identifying the right stakeholders, surfacing the information they need and recommendations - Proactively identify program risks and anticipate change before it happens, driving action to course-correct and maintain momentum - Set and raise the bar for how program management works at Fin - creating new frameworks, challenging existing processes that aren't working, and feeding learnings back into how the team operates - Hold people accountable at every level, from workstream drivers to exec sponsors, ensuring progress and ownership across complex, cross-functional programs - Mentor and develop teammates, making the people around you better and faster - Evangelize program management across the company - shaping how other teams and orgs think about execution, collaboration, and ways of working What skills do I need? - You have 8+ years of experience in program management with a track record of leading large, complex, cross-functional programs in a fast paced AI/SaaS B2B environment with an evolving strategy - Proven experience working directly with senior level leadership, you’re comfortable engaging with and influencing senior executives and leadership to get to the right outcome - High ownership and agency, with the ability to manage multiple high-profile, high-visibility programs simultaneously in a fast-paced environment - A strategic thinker who connects execution to company strategy, spots gaps across programs, and understands how mission, product, and financial plan tie together - You are solutions oriented and proactive when it comes to taking action to solve problems and mitigate risks - You have strong facilitation and stakeholder management skills with a track record of bringing together senior-level viewpoints and driving alignment - You’re an excellent self-starter with a track record of seamless execution on complex programs with minimal guidance - You've built and significantly improved program management practices, frameworks, or ways of working at a previous company - Excellent communicator who can flex between an exec room and a cross-functional working group, adapting style and depth to the audience - Experience mentoring or developing others, whether direct reports or peers - you make the people around you better Benefits We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! - Competitive salary and meaningful equity - Comprehensive medical, dental, and vision coverage - Regular compensation reviews - great work is rewarded! - Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated. - Flexible paid time off policy - Paid Parental Leave Program - 401k plan & match - In-office

8+ years of experience in program management with a track record of leading large, complex, cross-functional programs in a fast paced AI/SaaS B2B environment with an evolving strategy. Proven experience working directly with senior level leadership, comfortable engaging with and influencing senior executives and leadership to get to the right outcome. High ownership and agency, with the ability to manage multiple high-profile, high-visibility programs simultaneously in a fast-paced environment. A strategic thinker who connects execution to company strategy, spots gaps across programs, and understands how mission, product, and financial plan tie together. Solutions oriented and proactive when it comes to taking action to solve problems and mitigate risks. Strong facilitation and stakeholder management skills with a track record of bringing together senior-level viewpoints and driving alignment. Excellent self-starter with a track record of seamless execution on complex programs with minimal guidance. Built and significantly improved program management practices, frameworks, or ways of working at a previous company. Excellent communicator who can flex between an exec room and a cross-functional working group, adapting style and depth to the audience. Experience mentoring or developing others, whether direct reports or peers - you make the people around you better.

Partner directly with execs and senior leadership to define programs of work that enable Fin to hit its highest priority company objectives. Take a holistic view across programs, connecting the dots back to company strategy and surfacing gaps, misalignment, or opportunities to streamline. Take ambiguous, high-stakes problems and drive them to clarity - defining the right structure, roles, and decision-making frameworks, often from scratch. Drive cross-functional decision-making by identifying the right stakeholders, surfacing the information they need and recommendations. Proactively identify program risks and anticipate change before it happens, driving action to course-correct and maintain momentum. Set and raise the bar for how program management works at Fin - creating new frameworks, challenging existing processes that aren't working, and feeding learnings back into how the team operates. Hold people accountable at every level, from workstream drivers to exec sponsors, ensuring progress and ownership across complex, cross-functional programs. Mentor and develop teammates, making the people around you better and faster. Evangelize program management across the company - shaping how other teams and orgs think about execution, collaboration, and ways of working.