Program Manager - Delivery Optimization & Tools

I. Job Summary

Oversees planning and execution of large and moderately complex projects and programs. Leads enterprise HR technology programs and operational initiatives that support HR Service Delivery, and broader digital transformation efforts. Responsible for establishing scalable tools, standardized processes, governance frameworks, and cross-functional ways of working that improve operational efficiency, employee experience, delivery quality, and business value realization.

Partners closely with HR leadership, Digital/IT teams, vendors, and enterprise stakeholders to drive strategic outcomes through technology-enabled transformations that shape the future of WM.

II. Essential Duties and Responsibilities

Program & Portfolio Management

• Serve as a center of excellence for process and continuous improvement of our HR services globally. As part of this team, this position will be responsible for creating operational excellence in our HR services and processes, by partnering with HR Technology teams to apply process improvement.
• Oversee development and maintenance of the overarching technology roadmap and continuous improvement initiatives.
• Manage multiple interconnected initiatives across HR and Digital functions.
• Establish integrated program plans, roadmaps, milestones, dependencies, and governance structures.
• Coordinate cross-functional workstreams across HR, IT, vendors, Payroll, Security, and Operations.
• Oversee program delivery, risk management, issue resolution, and executive reporting.

Process, Governance & Ways of Working

• Establish and lead standardized governance models, including bi-weekly delivery optimization forums, to drive enterprise consistency in execution and ensure high-quality, on-time delivery.
• Define intake, prioritization, delivery and release strategy, escalation, and decision-making processes.
• Create operational cadences for stakeholder reviews, sprint planning, roadmap alignment, and quarterly business reviews.

Ways of Working

• Improve collaboration between HR, Digital, and business teams.
• Establish clear roles, accountability models, RACI structures, and communication channels.

Tools & Delivery Processes

• Standardize enterprise tools across project/portfolio management, Agile delivery, incident and change management, resource planning, and reporting, while developing repeatable delivery frameworks, templates, SOPs, and operational playbooks.

Leadership Responsibilities

• Align functional and technical resources to strategic priorities.
• Manage vendor relationships, support models, and third-party partnerships.

Stakeholder Management

• Serve as a liaison between HR leadership, DigitalT leadership, vendors, and business stakeholders.
• Facilitate executive communication regarding roadmap progress, risks, dependencies, and operational performance.
• Reflect overall priorities, resource allocation, and support requirements across competing initiatives.

III. Qualifications

A. Required Qualifications

• Bachelor's Degree (accredited) in Business Administration or similar area of study, or in lieu of degree,
• High School Diploma or GED (accredited) and 4 years of relevant work experience.
• Seven (7) to ten (10) years previous experience (in addition to education requirement)

B. Preferred Qualifications

• Ability to optimize service delivery performance, drive operational excellence, platform health checks, adoption, governance, and continuous improvement
• Experience in HR Technology which includes knowledge of: Oracle HCM/SuccessFactors/WorkDay, ServiceNow, UKG, Payroll Benefits Platforms
• PMP Certifications along with strong experience and be well versed in both project management and process improvement techniques and methodologies.
• Program Management Methodologies: Deep expertise in Agile, Scrum, and Waterfall methodologies, knowing when to apply each to different types of HR/Tech projects
• Strong in-depth knowledge of Planning and Delivery tools such as Monday.com and Jira.
• Strong knowledge of Portfolio management frameworks
• Demonstrated experience improving and scaling PMO processes

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

V. Benefits

At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.

ABOUT WM WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.

What is the value of a WM job? At WM we know that the value of a WM job is more than a paycheck. It’s a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family – from benefits, to resources and engagement activities.

We are People First. We are Committed to Your Growth. We Are Investing in You. We are a Family. We are Stable. We are Always Working for a Sustainable Tomorrow.