This Program Manager role leads the operational side of a complex integration effort, turning evolving workflows, cross-functional dependencies, and launch readiness plans into a seamless customer experience.

Responsibilities

• Lead the end-to-end operational program for the integration, coordinating work across SOP development, tooling, support workflows, rider experience, and dispatch logic.
• Serve as the main point of contact for external program coordination, helping align milestones, close action items, and drive decisions across teams.
• Own weekly integration meetings, maintain action logs, and keep stakeholders accountable to timelines and deliverables.
• Build and maintain operational procedures for issue handling, support routing, and fault response specific to the partnership.
• Define how existing rider support processes apply to partner riders, including escalation paths and resolution options.
• Develop workflows for adding and removing vehicles from service in coordination with operations and engineering partners.
• Partner with Rider Operations, Mission Control, TeleOps, Fleet Response, Engineering, and Product to identify gaps and drive solutions.
• Support technical discovery related to support APIs and translate operational needs into clear product and engineering requests.
• Coordinate with automation teams to align contact workflows with partner ride scenarios.
• Track risks, blockers, and dependencies, escalating issues when needed to keep the launch on track.
• Define readiness criteria for launch and monitor progress against operational requirements.
• Plan and support tabletop exercises, dry runs, and post-launch review cadences to improve quality and compliance.
• Monitor day-to-day execution and help ensure service levels are consistently met.

Skills

• 6+ years of experience in program management, operations, or a related field.
• Demonstrated experience leading cross-functional initiatives from planning through launch.
• Strong ability to write, refine, and operationalize SOPs in customer-facing environments.
• Experience managing external partnerships, vendors, or third-party program relationships.
• Excellent communication and facilitation skills with the ability to work across technical and operational teams.
• Strong organizational habits, including action tracking, milestone management, and stakeholder follow-up.
• Comfort working in ambiguous, fast-moving environments and helping create clarity from uncertainty.
• Ability to identify risks early and communicate updates clearly to diverse stakeholders.

Preferred Skills

• Experience in rideshare, transportation, or autonomous vehicle operations.
• Familiarity with support escalation processes and async contact workflows at scale.
• Experience using Jira, Smartsheet, or similar project tracking tools.
• Prior experience coordinating between operations teams and external platform partners.
• Exposure to launch readiness planning, incident response processes, or post-launch review programs.

Horizontal is committed to building an inclusive environment where people of all backgrounds, perspectives, and experiences can thrive. We value diversity, equity, and inclusion as essential to strong teams, better ideas, and better outcomes.