Job Title: Planning Manager
Location: San Francisco, California (Remote)
Job Summary:
We are seeking a highly organized, hands-on Planning Manager to own and operate a unified “Front Door” for incoming requests, initiative submissions, and cross-functional asks across a fast-moving organization. This role requires a strong white-glove, end-to-end approach — taking ownership of requests from initial intake through clarification, coordination, tracking, handoff, and resolution while keeping stakeholders informed throughout the process.
The ideal candidate is a strong program or business operations professional who can bring structure to high-volume, cross-functional work, build trust without formal authority, and ensure requests are properly scoped, documented, tracked, and moved forward without falling through the cracks.
Responsibilities:
- Own incoming requests end to end with a white-glove approach, serving as the primary point of contact from initial intake through triage, clarification, stakeholder coordination, tracking, handoff, and resolution. Proactively follow up, remove roadblocks, communicate status, and ensure nothing falls through the cracks.
- Own and operate the unified Front Door for FSO, managing incoming initiatives, project requests, operational needs, dependencies, process changes, and other cross-functional asks. Ensure submissions are complete, properly scoped, and decision-ready before they move into Planning.
- Drive alignment across multiple cross-functional teams without formal authority, building trust and relationships to consolidate fragmented intake processes into one consistent operating model.
- Triage and qualify inbound submissions, identify duplicates, gaps, missing information, and dependencies, and work directly with stakeholders to resolve issues before handoff.
- Manage FSO’s outbound requests to other teams, maintaining ownership and visibility from submission through resolution.
- Track status, commitments, dependencies, and stalled requests, proactively escalating risks and providing leadership with a clear view of where requests stand.
- Build and maintain reporting around intake volume, request types, turnaround times, SLAs, bottlenecks, and other trends to identify opportunities for improvement.
- Continuously improve the intake and workflow process by identifying friction points and creating more structured, scalable ways for work to enter and exit the organization.
Required – Most Important:
- 6–8+ years of program management, business operations, planning operations, PMO, or cross-functional intake/workflow experience, preferably within a technology or product-driven organization.
- Demonstrated experience owning requests, initiatives, or intake processes end to end with a white-glove approach — proactively communicating with stakeholders, following up, removing roadblocks, tracking progress, and ensuring requests reach resolution.
- Experience operating in a technology/product environment and working across functions such as Product, Operations, Technology/Engineering, or other highly cross-functional teams. Candidates should be comfortable with product development lifecycles, initiatives, dependencies, planning processes, and fast-moving technology organizations.
- Proven ability to influence and drive alignment without formal authority, particularly when bringing multiple teams into a standardized process or operating model.
- Strong experience managing multiple concurrent requests/workstreams, competing deadlines, dependencies, risks, and stakeholder groups.
Additional Requirements:
- Experience building, managing, or improving intake, triage, request-management, or workflow processes using Airtable, Asana, Jira, or similar tools.
- Strong analytical skills with the ability to use volume, throughput, turnaround time, and SLA data to identify bottlenecks, trends, and process gaps.
- Strong proficiency with Google Workspace, including Google Docs, Sheets, and Slides, with the ability to create clear documentation and executive-ready materials.
- Excellent written and verbal communication skills with the ability to turn complex or high-volume inputs into clear, actionable information.
- Highly organized, proactive, detail-oriented self-starter who can operate independently in a fast-moving environment.
- Bachelor’s degree in a relevant field or equivalent work experience.
Industry / Domain Notes:
Technology or product-driven company experience is strongly preferred due to the cross-functional nature of the work and the need to understand product development processes and terminology.
Prior Fraud & Safety or Trust & Safety experience is not required and should not be used to screen out an otherwise strong candidate.
About SSI People: With over 26 years of industry experience, SSi People has built its reputation and expertise on putting people first. Everything we do works toward delivering exceptional experience for our consultants, our clients, and our internal team. Through a genuine commitment to people in everything we do. We have developed refined processes and a stellar internal team to deliver talent quickly. More importantly, we focus on building long-term relationships, not transactions. Putting people first is just what we do well.
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