Sr Program Manager

Overview

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. This role drives cross-functional programs, delivers clear metrics and insights, and champions process innovation to support utilities and cities worldwide.

This is an opportunity to bring authentic leadership, analytical strength, and a collaborative approach to a mission-driven technology company transforming how the world manages energy and water.

• Manage the Customer Care & Operations (CCO) improvement initiatives library and intake process, applying transparent standards for evaluation, charter creation, ownership, 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 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.

• 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…