layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Senior Program Manager at Latitude AI

As a Senior Program Manager, you will lead the strategic deployment, scaling, and daily operations of our Electric Vehicle (EV) services specific to our commercial service portfolio. You will bridge the gap between our customers, vendors and the internal operations of mapping, data labeling, Fleet/Fleet support, and Triage Operations ensuring maximum asset utilization, safety, and operational excellence tied to commercial SoW’s. This role is highly cross-functional requiring the understanding of Latitude AI’s operational services, client engagement and client portfolio management
Vendor & Outsourcing Management
Manage end-to-end relationships with third-part managed service providers (MSPs) delivering operations
Enforce and monitor contractual Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and key performance indicators (KPIs)
Review statements of work (SOWs), oversee vendor contract lifecycles, and drive accountability for continuous service improvement plans (CSIP)
Program Delivery & Operations
Service Delivery & Operations: Oversee day-to-day execution across multiple managed service workstreams, ensuring high system availability, security compliance, and continuous service improvement tied to your customers
Ensure consistent alignment of agreed upon SoW services with customers ensuring seamless remote and on-premise employee experiences
SLA & KPI Tracking: Establish, monitor, and report on robust operational dashboards tracking ticket resolution velocities, incident trends, and uptime standards
Conduct Monthly Business Reviews (MBR’s) and Quarterly Business Reviews (QBR’s) with client stakeholders
Risk & Issue Management (RAID): Proactively identify delivery bottlenecks, resource constraints, or SLA breaches, deploying comprehensive mitigation and escalation plans
Transition & Transformation: Lead large-scale onboarding and transition programs when taking over new environments from client teams or alternate vendors
Cross-Functional Leadership: Coordinate distributed teams across on-shore, off-shore, and third-party vendor landscapes
Financial & Resource Governance
Manage large program budgets, forecast operational run-rates, optimize vendor spend, and approve SOW change requests
Track financial variance, consumption-based pricing models, and license management for products software under managed services portfolio
Stakeholder & Matrix Leadership
Internal operational governance: Enforce service performance, service level agreements, act as primary liaison between internal and vendor service owners tied to your client contract
Act as the primary escalation point for critical operational issues, major incidents, and transition milestones involving the commercial contracts being supported. operational metrics, and contract compliance
Lead cross-functional executive steering committees, reporting program performance, risk mitigation strategies, and financial status to senior leadership
Coordinate matrixed internal teams (Fleet, IT, Triage, Mapping and Labeling) with external supplier resources
Client Relationship Management: Serve as the primary operational escalation point and strategic operational advisor for executive-level client stakeholders both internally and externally

Senior Program Manager

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