Sr. Program Manager, Engineering (Remote)

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. We work on large scale distributed systems, processing almost 3 trillion events per day and this traffic is growing daily. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We’re also a mission-driven company. We cultivate a culture that gives every CrowdStriker both the flexibility and autonomy to own their careers. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you. About the Role: We are seeking a Senior Engineering Service Management Operations Program Manager to drive operational excellence across our engineering organization. This strategic role will focus on optimizing Engineering Service Management processes, analyzing business metrics, and owning end-to-end user journeys within our engineering ecosystem. You will be responsible for developing and maintaining Engineering Service Management standards, coordinating process improvements, and enabling users through documentation and training. Your work will directly impact operational efficiency, service quality, and the overall Engineering experience. You'll lead initiatives that enhance process performance, improve stakeholder communications, and create measurable business value — with a strong focus on data-driven decision making, standardization, and continuous improvement. What You'll Do: Design and implement comprehensive service management standards for Incident, Problem, and Change Management practices. Lead the development and maintenance of end-to-end user journeys, ensuring seamless experiences across engineering service touchpoints. Drive business analytics initiatives to measure process performance, identify trends, and quantify operational improvements. Develop and maintain standard operating procedures, runbooks, and knowledge base articles for service management practices. Partner with engineering teams to implement process improvements based on performance data and stakeholder feedback. Coordinate service management service delivery across engineering teams, ensuring consistent application of standards. Design and deliver training programs to enable users and promote adoption of service management best practices. Conduct regular system audits to ensure compliance with established standards and identify improvement opportunities. Implement organizational change management strategies to drive adoption of new processes and tools. Create and maintain dashboards and reports to communicate service performance metrics to stakeholders at all levels. Act as a trusted advisor to engineering leadership on service management optimization and operational excellence. Key Focus Areas: Business Analytics : Collect and analyze operational data to drive process improvements and demonstrate business value. User Journey Optimization : Map, analyze, and enhance end-to-end user experiences across service management touchpoints. Process Performance Management : Establish KPIs, measure effectiveness, and drive continuous improvement of service management processes. Documentation & Training : Create comprehensive documentation and training materials to enable users and promote best practices. Standards Development : Define and maintain Service Management standards aligned with industry best practices and organizational needs. Stakeholder Communications : Develop and execute communication strategies to keep stakeholders informed of service performance ... (truncated, view full listing at source)