Program Manager 4

Customer and Cluster Availability Tracking

• Own availability tracking for assigned customer clusters defined by shape/location.

• Monitor performance against the 97.5% availability target and identify clusters trending below target.

• Maintain weekly views of unavailable hosts, long-running repairs, reopen rates, repair aging, spare constraints, and repair throughput.

• Track repair progress through standard repair workflow states, including CPV/Warminator, TRS/CPV Tier 1, DO/CHS, release, termination, and customer handoff.

Program Execution

• Manage assigned repair improvement programs with clear scope, milestones, owners, risks, and status.

• Drive execution of targeted programs such as proactive unavailable-host reduction, repair workflow adherence, RMA/spares follow-up, and partner action tracking.

• Coordinate with SDE/SRE teams to ensure tooling, triage, and first-level support gaps are visible and prioritized.

• Escalate blockers where repair SLAs, availability goals, or customer commitments are at risk.

KPI and Reporting Support

• Support definition and tracking of business and operational KPIs, including availability, billability, revenue impact, repair success, repair efficacy, reopen rates, new tickets, and throughput.

• Maintain dashboards, weekly reports, status summaries, and action registers.

• Partner with engineering and data teams to improve reports, dashboards, forecasts, and tooling.

• Provide structured input into leadership, customer, and internal team updates.

Stakeholder Coordination

• Facilitate working sessions across TPMs, SDE/SRE, partner teams, and repair execution teams.

• Document decisions, risks, open actions, and follow-ups.

• Ensure stakeholders understand current repair status, next steps, and escalation path.