Sr. Program Manager, Delivery Product Insight & Rollout - Eater

Sr. Program Manager, Delivery Product Insight & Rollout - Eater Department: Community Operations Team: Strategy & Program Operations Location: Chicago, United States Type: Full-Time ##### **About the Role** As a Sr. Program Manager, Delivery Product Insight & Rollout - Eater you will own end-to-end execution for a portfolio of Eater initiatives—from early insight gathering through launch readiness and post-launch learning. You’ll ensure eater-facing product changes are high quality and operationally scalable. You will lead proactive rollout planning and partner closely with US&C and LatAm CX stakeholders to deliver seamless launches and continuous product improvement. ### **What You’ll Do** - **Own end-to-end execution** for a defined set of Eater initiatives, navigating the journey from early insight gathering through launch readiness and post-launch learning. - **Ensure eater-facing product changes are high quality**, operationally shippable, and supportable at scale, with a relentless focus on deflection, containment, and minimizing support debt. - **Drive proactive rollout planning**, coordination, and post-launch learning loops to ensure seamless transitions. - **Interface daily with US&C and LatAm focused CX stakeholders**, aligning regional needs with global product goals. - **Identify top eater contact drivers and friction points** using a mix of qualitative and quantitative inputs to frame problems clearly. - **Translate insights into clear operational requirements** and BRD inputs to ensure the business's needs are reflected in your initiative set. - **Drive readiness workstreams for eater launches**, including the development of workflows, escalation paths, monitoring, content, and enablement. - **Coordinate cross-functional rollout tasks** and aggressively remove blockers across Product, Engineering, CommOps, and CX. - **Ensure help content and automation experiences reflect new product behavior** and exception handling, validating that “happy path” and top edge cases are handled with minimal live support dependence. - **Run hypercare tracking** (contacts, defects, escalations) and drive follow-up actions to resolution. - **Suppo