Program Manager, Technology

Today, our CTO personally absorbs roadmap discipline, intake triage, RICE scoring, cross-pod sequencing, and execution oversight. An independent technology assessment named this the single highest-priority gap in our organization: we need a Program Manager who owns the queue so leadership can own the strategy.

You will stand up - and then run - the operating system of a 15-person technology org spanning Engineering, Data Operations, Digital/E-commerce, and IT Operations. You’ll be the only person who touches every ticket, every sprint, every roadmap conversation. Directors deliver inside their pods. You make sure the right work, in the right sequence, lands on the right pod, on time.

This is not a project coordinator role. This is the role that turns a talented but stretched team into a predictable, measurable, scalable technology organization.

What you’ll own

The intake

• Run a single front-door intake process across five lanes (Helpdesk, Operational, Project, Strategic, AI Use Case) - each with its own SLA and required fields
• Triage every new request within two business days: route to the right pod, set the right RICE score, assign the right director
• Kill the backchannel: no more Teams DMs and email asks bypassing the queue

The roadmap

• Own Impact Scoring: i.e. RICE governance (Reach × Impact × Confidence ÷ Effort) for every project above the size threshold
• Lead monthly RICE re-scoring and quarterly OKR planning
• Maintain the now/next/later view that leadership uses to make budget and hiring decisions

The cadences

• Daily triage (9:00 AM, 30 min)
• Weekly sprint planning with the four directors (Mon, 60 min)
• Weekly portfolio review with CTO + directors (Wed, 45 min)
• Monthly RICE review with CTO
• ·Quarterly planning with full leadership

The cross-pod programs

• UX/UI design (outsourced agency reports through you)
• AI use-case prioritization and the Early Adopters gating process
• Intake playbook formalization - turn one-off integrations into a repeatable workflow
• Build-vs-buy decision support for strategic initiatives

The metrics

• Triage SLA hit rate 95%
• RICE coverage on Project/Strategic/AI work at 100%
• Zero tickets sitting unbucketed at the backlog root for more than 5 business days
• Backchannel intake under 10% of total volume
• Cycle-time trending down across all five lanes

What your day looks like

8:30 AM - Pre-standup scan

Open the Wrike intake dashboard. Scan overnight submissions. Note anything with revenue or customer impact that needs same-day movement. Glance at the Power BI intake metrics tile - SLA hit rate, queue age, pod load.

9:00 AM - Daily triage (30 min)

Work through new submissions. For each one: confirm the lane, set Intake Request Category, Department, Requester, Stakeholders, Platform, Escalation Tier. Assign the pod. Move out of the 2.0 Active root into the right subfolder (Ready for Sprint, Time-Block, Design-Block, or Delayed). For L3/L4/L5 work, draft the RICE score and tag the pod lead for effort validation.

10:00 AM Monday - Sprint planning

Meet with the four directors. Pull from 2.1 Ready for Sprint into the active sprint. Lock commitments. Surface cross-pod dependencies before they become blockers.

11:00 AM - Async work

Respond to requesters. Send “your ticket is in queue, here’s your RICE score, here’s the expected sprint” replies. Update Teams channels. Stamp Wrike tickets with status changes.

12:30 PM - Lunch / Slack-clear

1:30 PM - Discovery sessions

Sit in on discovery for L3 Projects. Make sure scope is real, the stakeholder list is complete, the platforms are correctly identified, and the “so that” outcome is articulated. Push back on vague requests. Ask the second question.

2:00 PM Wednesday - Portfolio review

With CTO and directors. Cross-pod sequencing. strategic queue. Blockers needing executive air cover. Roadmap deltas.

3:00 PM - Walking the queue

Open the “stale” Wrike view. Anything in 2.0 Active root past 5 business days gets a nudge. Anything in 2.5 Delayed without a revisit date gets cleaned up. Anything tagged blocked gets an owner check-in.

4:00 PM - Strategic work

First Monday of the month: RICE rescoring with CTO. Mid-month: AI use-case Early Adopters gate review. End of quarter: OKR draft. Otherwise: integration playbook documentation, KB gap fills, dashboard tuning.

5:00 PM - Tomorrow’s setup

Snapshot the queue. Draft tomorrow’s triage agenda. Flag anything CTO needs to see before the next portfolio review.

The rhythm: mornings are queue + triage, afternoons are discovery + program work. Wednesday is the executive heartbeat. Mondays and Fridays bookend the sprint., * Director of Digital (peer) - owns E-commerce Manager, Optimization Lead, Amazon Coordinator, Paid Media, Lifecycle Marketing

• IT Ops Manager - peer for L1 Helpdesk lane coordination
• Outsourced UX/UI agency - reports through you for project visibility
• Executive stakeholders - Marketing, Sales, Practitioner Channel, Operations, Finance, Customer Service

You’ll also be the primary technology liaison into the Data Operations Committee (biweekly) and the AI Early Adopters program (~40 licenses).

Tooling you’ll live in

Wrike (intake, queue, dashboards) · Microsoft Teams (async triage channel) · Microsoft 365 / SharePoint (L4 business cases, AI gating docs) · Power BI / Fabric (intake metrics) · Outlook · Microsoft To Do (synced to Wrike for IC personal task layer) · Figma (UX/UI program oversight) · light touch with Shopify, Salesforce, Klaviyo, GA4, GTM, SAP B1

Do you have experience in Technology management?, * 5-8 years of program or product management at a venture-backed or PE-backed company, ideally one with $50M-$500M revenue

• Direct experience running an intake and prioritization process for a multi-disciplinary technology org (engineering + data + digital, not just engineering)
• Fluency with RICE, ICE, or comparable prioritization frameworks - not just having heard of them, but having defended them in a leadership meeting
• Hands-on experience with Wrike, Jira, Asana, or Linear - comfortable building forms, custom fields, automations, and dashboards
• Track record of standing up new processes in an org that didn’t have them, without breaking the work that’s already in flight
• Comfortable with executive-facing communication - you can run a portfolio review with directors and a CTO and not lose the room

Strongly preferred

• Background in e-commerce, DTC, or omnichannel retail - you understand Shopify, Klaviyo, paid media, and the rhythm of a brand that ships product
• Experience with AI use-case intake and gating - you’ve made an Early Adopters program work
• Familiarity with Microsoft Fabric, Power BI, Salesforce, SAP B1 or similar enterprise stacks
• PE-portfolio experience - you know what “diligence-ready” looks like and what a Kainos-style operating cadence demands
• PMP, SAFe, or equivalent - useful but not required if you have the scars, * Bias to clarity over comfort. When a ticket arrives with vague scope, you push back the same day. You don’t queue ambiguity.

Pulled from the full job description

• Parental leave
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Employee discount
• Vision insurance, * Comfortable saying no. Half the job is rejecting or deferring low-RICE work without burning the requester relationship.
• Calm under volume. Triage 30 new tickets a week and still finish discovery on three L3 projects? That’s the job.
• Detail-obsessed about the queue, big-picture about the roadmap. You can switch contexts cleanly.
• Allergic to backchannels. If a director Slacks you a ticket, you reply with the form link.

What success looks like

First 30 days

• The Wrike Request Form is live; intake routes through one front door
• You’ve shadowed each pod and met every IC
• Daily triage is running; SLA hit rate is being measured
• Intake Request Category coverage on active tickets has moved from 16% to 60%

First 60 days

• RICE coverage on Project/Strategic/AI work has moved from 6% to 70%
• The weekly sprint planning and portfolio review cadences are running without CTO scaffolding
• The AI use-case L5 lane has cleared its first three submissions through the Early Adopters gate
• Zero tickets sitting unbucketed at the 2.0 Active root for more than a week

First 90 days

• Power BI intake metrics dashboard is live and reviewed in every portfolio meeting
• 95% of new submissions hit the 2-business-day triage SLA
• The CTO is no longer the bottleneck on roadmap discipline - you are
• Mid-term planning visibility has moved from “very cloudy” to “next two quarters locked”, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

CellCore Biosciences is a fast-growing wellness brand serving thousands of healthcare practitioners and their patients across the U.S. We sit at the intersection of e-commerce, practitioner enablement, and supplement innovation - and our technology stack (Shopify, Salesforce, SAP B1, Klaviyo, ShipMonk, Microsoft Fabric, Amazon) is the engine behind it. We’re a Private Equity portfolio company on a $100M+ trajectory, growing 20%+ year over year.

We’re hiring the role that will define how technology work gets done here for the next five years. THIS IS AN ONSITE ROLE ONLY!