Principal Program Manager - Operations Management - London (hybrid) or UK remote
Level inferred from job title
Job description
Principal Program Manager for Operations Management at Convera, acting as a trusted extension of the Head of Portfolio & Operations Management to lead critical escalations, incidents, executive actions, and cross-functional initiatives across the Operations, Product & Tech organization. The role focuses on driving resolution, accountability, root-cause investigations, and scalable operating mechanisms.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Hybrid · London, United Kingdom
- Languages
- English
What you'll do
- Lead critical escalations and high-impact incidents, coordinating cross-functional stakeholders, driving resolution, managing war rooms, and maintaining executive visibility through closure.
- Drive executive action management and organizational accountability, translating leadership decisions into clear actions, owners, timelines, and measurable outcomes.
- Conduct root-cause investigations and corrective action programs, identifying systemic issues and ensuring recommendations are implemented to prevent recurrence.
- Lead special situations and complex cross-functional initiatives, bringing structure, alignment, and momentum to high-priority business, operational, technology, and regulatory challenges.
- Establish operational visibility and performance management, including defect tracking, failure analysis, trend reporting, risk identification, and executive-level insights.
- Build and scale operating mechanisms, including governance routines, business reviews, executive communications, KPI reporting, readiness planning, portfolio visibility, and leadership operating cadences.
What we're looking for
- Extensive experience in program management, business operations, payments, fintech, financial services, or related disciplines, leading enterprise-scale initiatives in complex, regulated environments.
- Deep understanding of the payments ecosystem, including customer-impacting operations, money movement, risk management, regulatory considerations, and complex incident response.
- Proven ability to influence senior leaders and drive alignment across Product, Engineering, Operations, Risk, Compliance, and Commercial teams, with strong executive presence and judgment.
- Demonstrated success leading high-profile escalations, incident management, and cross-functional response efforts, with a strong root-cause mindset and focus on sustainable operational improvements.
- Experience designing and implementing operating models, governance frameworks, escalation protocols, or business processes from the ground up in ambiguous and evolving environments.
- Exceptional communication, organizational, and stakeholder management skills, with the ability to synthesize complex issues into clear recommendations, executive updates, post-mortems, and actionable outcomes.
Your team
Operations, Product & Tech Org
The role sits at the center of Product, Engineering, Operations, Customer Support, Risk, Compliance, and executive leadership, driving alignment and accountability across functions.
Benefits
- Market competitive salary and the opportunity to earn a bonus.
- Great career growth and development opportunities in a global organization.
- A flexible approach to work (hybrid or remote).
- Generous employee benefits, including private healthcare, and a catalogue of flexible benefits to choose from.
- Paid holidays, time-off, and leave policies.
- 3 additional "wellness days" off per year.
- Paid time off for volunteering opportunities / charity (5 days per year).
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About Convera
The largest non-bank B2B cross-border payments company in the world
Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.
Key facts
- B2B cross-border payments
- Formerly Western Union Business Solutions
- Serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs
- Employees in over 20 countries
What they value
- Diversity
- Inclusion and belonging