Sr. Program Manager - Eng Ops
6sense
Our Mission:
6sense is on a mission to revolutionize how B2B organizations create revenue by predicting customers most likely to buy and recommending the best course of action to engage anonymous buying teams. 6sense Revenue AI is the only sales and marketing platform to unlock the ability to create, manage and convert high-quality pipeline to revenue.
Our People:
People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Accountability, Growth Mindset, Integrity, Fun and One Team. Every 6sensor plays a part in defining the future of our industry-leading technology. 6sense is a place where difference-makers roll up their sleeves, take risks, act with integrity, and measure success by the value we create for our customers.
We want 6sense to be the best chapter of your career.
We are seeking a highly organized and proactive Senior Program Manager, Engineering Operations to lead critical operational programs across our engineering teams. This role will focus on release management, incident response, change control, and engineering metrics to improve reliability, scalability, and velocity of software delivery. You will also be responsible for scaling operational excellence by supporting engineering best practices, managing on-call escalation programs, and collaborating closely with technical customer support to resolve customer-impacting issues. The ideal candidate thrives in fast-paced environments, communicates with clarity, and has a strong background in engineering or technical operations.
Key Responsibilities Release Management
- Coordinate software releases across multiple engineering teams.
- Own and maintain a release calendar with consistent communication.
- Ensure all release-related artifacts (e.g., change tickets, checklists) are completed.
- Enforce release readiness policies including freeze periods and rollback plans.
- Lead post-release retrospectives and drive process improvements.
- Promote engineering standards and best practices to ensure consistent, high-quality deployments across teams.
Incident Management
- Serve as facilitator during high-severity (SEV) incidents.
- Manage and improve incident response templates, tools, and on-call practices.
- Ensure timely and effective stakeholder communication during incidents.
- Lead incident reviews and ensure follow-up actions are completed.
- Analyze incident trends and recommend preventive improvements.
- Oversee PagerDuty configuration and escalation policies to ensure 24/7 operational coverage.
- Manage on-call rotation programs, track escalation health, and continuously optimize team alerting workflows.
Change Management
- Own the change request and approval process ensuring compliance and audit readiness.
- Partner with engineering teams on planning and reviewing major changes.
- Maintain documentation for change control processes and policies.
- Continuously evolve frameworks for assessing change risk and rollout strategies.
Engineering Metrics
- Define, track, and report key delivery and reliability metrics, including:
- DORA Metrics: Deployment Frequency, Lead Time for Changes, MTTR, Change Failure Rate
- Cycle Time: Issue creation to production deployment
- Build visibility into engineering efficiency, throughput, and incident performance.
- Collaborate with engineering and product leaders to ensure metrics drive action and accountability.
- Maintain operational dashboards and lead monthly metrics reviews.
- Identify gaps and support continuous improvement in engineering practices and resource allocation based on metric insights.
Cross-Functional Collaboration
- Partner closely with Technical Customer Support to ensure customer-reported incidents are prioritized, escalated, and resolved effectively.
- Support readiness programs that prepare engineering teams to respond efficiently to live customer issues.
- Collaborate with Product Management and Product Design to ensure operational requirements, scalability considerations, and incident learnings inform product planning and user experience decisions.
Required Skills & Experience
- 5–8 years in Engineering Operations, DevOps, or Site Reliability Engineering (SRE).
- Proven track record managing software releases and high-severity incidents.
- Strong familiarity with tools such as Jira, PagerDuty, LaunchDarkly, GitHub Actions, Confluence, and LinearB.
- Exceptional communication skills to interface across technical and non-technical teams.
- Highly organized with a continuous improvement mindset.
- Demonstrated experience implementing engineering best practices and on-call management programs.
Preferred Qualifications
- Exposure to ITIL or similar operational governance frameworks.
- Experience using incident-related metrics (e.g., MTTA, MTTR) and dashboards for analysis.
- Understanding of Agile/Scrum methodologies and CI/CD pipelines.
- Prior participation in production readiness reviews or Change Advisory Boards (CABs).
- Experience collaborating with customer support or success teams to address technical escalations.
- Background in standardizing operational playbooks and service ownership across engineering teams.
Our Benefits:
Full-time employees can take advantage of health coverage, paid parental leave, generous paid time-off and holidays, quarterly self-care days off, and stock options. We’ll make sure you have the equipment and support you need to work and connect with your teams, at home or in one of our offices.
We have a growth mindset culture that is represented in all that we do, from onboarding through to numerous learning and development initiatives including access to our LinkedIn Learning platform. Employee well-being is also top of mind for us. We host quarterly wellness education sessions to encourage self care and personal growth. From wellness days to ERG-hosted events, we celebrate and energize all 6sense employees and their backgrounds.
Equal Opportunity Employer:
6sense is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to jobs@6sense.com.
We are aware of recruiting impersonation attempts that are not affiliated with 6sense in any way. All email communications from 6sense will originate from the @6sense.com domain. We will not initially contact you via text message and will never request payments. If you are uncertain whether you have been contacted by an official 6sense employee, reach out to jobs@6sense.com