Program Manager

This role will lead complex technical programs, establishes scope and milestones, improves cross\-team processes, automates reporting, and acts as a technical liaison across stakeholder teams.

• *Primary Responsibilities**

• *Program Ownership**

• Lead one or more major GPU Cluster Health domains such as strategic customer availability, partner repair execution, RMA/spares governance, data/reporting framework, repair workflow improvement, or engineering platform tooling.
• Translate availability gaps into structured programs with scope, owners, milestones, KPIs, risks, dependencies, and executive\-ready status.
• Drive weekly operating rhythm for assigned domains, including KPI review, blockers, escalations, decisions, and follow\-through.
• *Customer and Horizontal Leadership**

• Support the vertical/horizontal TPM model by owning either a customer vertical or a horizontal functional area.
• For vertical ownership, lead availability and repair strategy for assigned strategic customers and customer clusters.
• For horizontal ownership, lead cross\-cutting programs such as NVIDIA/AMD partner tracking, SDE/SRE tooling, RMA/spares feedback loop, SOP tracking, or metrics/reporting framework.
• *KPI Definition and Governance**

• Define KPI measurement methods for repair health, including cluster availability, unavailable\-host backlog, repair cycle time, repair success rate, reopen rate, spare availability, RMA loop performance, partner responsiveness, and SLA/SLO adherence.
• Drive consistent reporting standards across TPMs and support teams.
• Identify trends across multiple workstreams and convert them into prioritized corrective actions.
• *Cross\-Functional Execution**

• Partner with India, Morocco, and Mexico SDE/SRE teams to identify tooling and first\-level support needs.
• Prioritize tooling requirements that reduce manual repair coordination, improve triage, automate reporting, or accelerate repair handoffs.
• Work with GSL, CHS, CPV, TRS, Warminator , and data center operations to remove repair blockers.
• Support incident\-style escalation for clusters at availability risk.
• *Continuous Improvement**

• Lead post\-program retrospectives and drive process updates.
• Standardize repeatable playbooks, intake processes, escalation paths, and repair governance artifacts.
• Identify automation opportunities and advocate for prioritization.
• *Expected Outcomes**

• Major repair programs have clear objectives, metrics, owners, and measurable improvement .
• Leadership has reliable visibility into customer cluster health and repair risk.
• Repair blockers are resolved through structured governance instead of ad hoc escalation.
• Tooling and reporting requirements are translated into actionable SDE/SRE work.