We are seeking a highly experienced Senior Program Manager to lead a global instructional design delivery program on behalf of a major technology client. This individual will serve as the primary interface between client project leaders in the USA and UK and a distributed delivery team of Instructional Designers across Latin America and Asia.

The role owns end-to-end program orchestration: managing both high-volume, short-cycle task requests and larger multi-phase projects. Responsibilities include intake and triage, prioritization, capacity and resource planning across time zones, quality validation, SLA management, and executive-level reporting. This position requires exceptional communication, presentation, and stakeholder-management skills, along with a strong operational mindset.

Key Responsibilities

Program & Delivery Management

• Own the end-to-end management of a global instructional design program supporting multiple workstreams and client stakeholders.
• Manage both small task assignments (e.g., enhancements, updates, bug fixes) and larger instructional design projects, ensuring appropriate planning and resourcing across time zones.
• Triage incoming requests, assess scope, urgency, and complexity, and translate demand into structured delivery plans.
• Ensure consistent on-time, high-quality delivery of learning assets aligned to client standards and service commitments.

Service Operations & SLA Management

• Operate and optimize a service-delivery model using service management desks or ticketing tools to efficiently manage high-volume, short-cycle work.
• Validate deliverables for quality and completeness prior to client handoff.
• Monitor and enforce SLAs, turnaround times, and service-level KPIs; identify risks early and drive corrective actions.

Resource Planning & Cross-Time-Zone Allocation

• Manage capacity planning and assignment of work across a distributed team of Instructional Designers at varying experience levels.
• Balance workloads across Latin America and Asia to support client project leaders in the USA and UK.
• Anticipate demand, identify resourcing constraints, and recommend staffing or skill-mix adjustments to maintain service continuity.

Stakeholder & Client Management

• Act as the primary point of contact for client project leaders and program sponsors.
• Lead executive-level communications, planning sessions, and operational reviews with clear, professional presentations.
• Proactively manage client relationships, expectations, and escalations to maintain trust and long-term partnership.

Reporting & Governance

• Produce weekly and monthly program reporting covering status, capacity, SLA performance, risks, dependencies, and key milestones.
• Establish and maintain governance structures, operating rhythms, and documentation to ensure transparency and accountability.

Leadership & Continuous Improvement

• Provide operational leadership to distributed teams, setting clear performance standards and delivery expectations.
• Mentor team leads and senior designers on best practices in delivery management, communication, and stakeholder engagement.
• Drive continuous improvement in workflows, tooling, and cross-regional collaboration.

Required Qualifications

• 10+ years of experience in program management, portfolio management, or large-scale service delivery within consulting, technology, or professional services environments.
• Demonstrated experience managing both high-volume task-based work and complex, multi-phase projects.
• Proven experience using service management desks or ticketing platforms to manage granular requests, enhancements, and defects.
• Strong background in SLA management, quality assurance, and operational reporting.
• Exceptional English communication skills (written and spoken) with a polished executive presence and impeccable presentation skills.
• Ability to lead distributed, multi-time-zone teams and manage competing priorities in fast-paced environments.

Preferred Experience

• Experience working with large global technology or enterprise clients.
• Familiarity with managed services or delivery-center operating models.
• Experience supporting teams across Latin America and Asia while serving stakeholders in the USA and UK.
• Prior exposure to Instructional Design, learning content development, or digital training programs.

Location Requirement

• Must be based in Latin America and able to work effectively with stakeholders across North American, UK, and APAC time zones.

What Success Looks Like

• Client stakeholders view you as a trusted partner who ensures predictable, high-quality delivery.
• Both short-cycle requests and large projects are triaged, resourced, and executed efficiently.
• SLAs are consistently met or exceeded, with clear visibility into performance through structured reporting.
• Global resources are optimally utilized with strong governance, quality control, and continuous improvement.