Program Manager - Operations

Summary

Morae is a dynamic, high-growth organization that provides integrated solutions for corporate law departments and law firms. They are seeking a Program Manager for their Operations team to design and manage operational programs that enhance efficiency and coordination between sales and delivery functions.

Responsibilities

• Oversee resource planning and capacity management across sales and delivery teams. Coordinate workforce allocation, manage utilization rates, and ensure optimal staffing levels to meet business demands and customer commitments
• Lead cross-functional initiatives to improve operational efficiency and scalability. Identify bottlenecks in sales-to-delivery workflows, implement process improvements, and establish standardized operating procedures that support growth
• Develop and maintain operational dashboards and reporting frameworks. Track key performance indicators across both sales and delivery operations including pipeline health, fulfillment timelines, resource utilization, customer onboarding metrics, and delivery quality
• Manage the operational planning cycle including forecasting, capacity modeling, and strategic planning. Collaborate with sales and delivery leadership to align operational capabilities with revenue targets and customer commitments
• Establish governance frameworks and quality controls for operational processes. Ensure compliance with service level agreements, maintain documentation, and implement quality assurance measures across operations
• Drive customer success through operational excellence. Monitor delivery performance, customer satisfaction metrics, and work with teams to resolve operational challenges that impact customer experience
• Design and manage end-to-end operational programs that bridge sales and delivery functions. Ensure seamless handoffs between teams, optimize processes across the customer lifecycle, and drive operational excellence from deal closure through service delivery

Skills

• 3+ years in operations and program management
• Strong understanding of the sales-to-delivery lifecycle with proven ability to optimize handoffs and processes across commercial and operational functions
• Demonstrated project and program management expertise with ability to manage multiple complex initiatives simultaneously
• Excellent analytical and problem-solving skills with proficiency in data analysis and reporting tools
• Must be willing to go into our Cape Town office on a hybrid schedule
• Experience with capacity planning, resource allocation, and forecasting in operational environments
• Ability to work in a fast-paced environment and adapt to changing priorities while maintaining focus on operational outcomes
• PMP, Agile, or similar certification is a plus
• Experience with CRM systems (Salesforce preferred)
• Proficiency in data visualization and reporting tools (Excel, Google Sheets, Tableau, Power BI, or similar)

Qualifications

Must Haves

• 3+ years in operations and program management
• Strong understanding of the sales-to-delivery lifecycle with proven ability to optimize handoffs and processes across commercial and operational functions
• Demonstrated project and program management expertise with ability to manage multiple complex initiatives simultaneously
• Excellent analytical and problem-solving skills with proficiency in data analysis and reporting tools
• Must be willing to go into our Cape Town office on a hybrid schedule
• Experience with capacity planning, resource allocation, and forecasting in operational environments
• Ability to work in a fast-paced environment and adapt to changing priorities while maintaining focus on operational outcomes

Nice to Haves

• PMP, Agile, or similar certification is a plus
• Experience with CRM systems (Salesforce preferred)
• Proficiency in data visualization and reporting tools (Excel, Google Sheets, Tableau, Power BI, or similar)