Description

About Lucidya

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.

Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.

Why this role matters

The Program Manager owns the delivery of the company's highest-priority, cross-functional initiatives. The role ensures that executive and company priorities are translated into well-structured, business-aligned programs with clear ownership, disciplined execution, and measurable outcomes

Reporting to the Chief of Staff, this role operates at the intersection of strategy and execution, bringing business acumen, execution rigor, and decision discipline to initiatives that span multiple teams. This role exists to extend the Chief of Staff's effectiveness by owning execution mechanics while enabling timely, well-informed executive decisions.

Core Objectives

• Translate executive and company priorities into executable, outcome-driven programs
• Maintain momentum, sequencing, and delivery rigor across teams
• Surface risks and trade-offs early and escalate with clear options
• Ensure initiatives reach full "done-done" delivery and closure

Key Responsibilities
1. Program Ownership & Delivery

• Own end-to-end delivery of strategic, cross-functional initiatives
• Define program structure: scope, milestones, owners, dependencies, and success metrics
• Drive execution rigor without owning line-management authority

2. Executive Alignment & Decision Enablement

• Work with the Chief of Staff to operationalize leadership decisions
• Prepare concise updates, risk briefs, and decision points for executives
• Ensure unresolved issues are surfaced with clear options and recommendations

3. Cross-Functional Coordination

• Coordinate across Product, Engineering, Commercial, Finance, Operations, and other teams
• Ensure teams are aware and aligned on sequencing, timelines, and dependencies.
• Resolve delivery ownership ambiguity and prevent misalignment before it slows delivery
• Escalate unresolved risks early to the Chief of Staff to force timely leadership decisions

4. Risk & Dependency Management

• Identify delivery risks early and track mitigation actions
• Manage interdependencies across teams and timelines
• Push for decisions when blockers persist rather than allowing silent delays.

5. Execution Discipline & Cadence

• Establish & maintain delivery rhythms (Check-ins, milestone reviews, exec readouts)
• Drive "done-done" delivery standards and formal program closure.
• Hold teams accountable to commitments while maintaining trust and collaboration
• Support post-launch retrospectives and capture lessons learned
• Strengthen repeatable execution practices that support the CoS operating model
• Maintain core program artifacts, including integrated timelines, decision and change logs

What we're looking for

• 4+ years experience in program management, strategy execution, or operations
• Experience working with or reporting into a CoS, COO, or executive office is a plus
• Demonstrated business acumen with the ability to assess impact and priority conflicts
• Proven track record delivering complex, cross-functional initiatives
• Strong executive communication and decision-framing skills
• Ability to influence without authority and navigate ambiguity
• High judgment, structured thinking, and bias toward action