User Experience Operations, Senior Program Manager

Reporting to the UX Operations Manager. this role plays a key role in supporting the people, processes, and tools that enable our multi‑discipline B2B UX organization. As a senior specialist and versatile operator, this role provides flexible support across general team operations initiatives as well as discipline‑specific operational needs for our UX Design, Strategy, and Content teams.

About UX Ops, Senior Program Manager

• Leads and supports cross‑functional initiatives, bringing structure to ambiguity and guiding teams through change in fast‑moving environments.

• Drives operational clarity, consistency, and scalability, building processes that help to enhance the operational maturity of our UX crew and leaders.

• Balances strategic thinking with hands‑on execution, leaning into systems thinking and an understanding of when to explore and when to take decisive action.

Key Responsibilities

• UX Ops Project Management

  • Lead prioritized UX Operations initiatives - primarily within DesignOps - from discovery through solutioning, execution, change management, and training.

  • Develop and manage independent project plans, milestones, communication rhythms, and accountability mechanisms to ensure timely, high‑quality outcomes of assigned projects.

  • Create and maintain scalable frameworks for new process rollouts, evaluation, and continuous improvement across UX best practices.

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• UX Organizational Operations

  • Partner with Finance and UX Leadership to manage team cost centers, ensuring clear visibility into budget tracking, updates, and allocations.

  • Manage relationships with key external vendors (e.g., Figma) and coordinate collaborative initiatives to maximize value and alignment.

  • Administer UX tool access, including birthright provisioning, ad‑hoc request workflows, and ongoing license management.

  • Support team‑wide change management initiatives by developing communication plans, alignment artifacts, and transition support materials.

  • Maintain and promote documentation standards and best practices across shared tools and knowledge repositories (e.g., SharePoint, Confluence).

  • Curate and manage centralized team templates and resources, ensuring information is accessible, current, and aligned to team standards.

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• UX Team Culture Enablement

  • Support team culture and psychological safety through the management of communication channels and intentional spaces for team connection.

  • Establish and manage B2B UX onboarding experiences by developing structured paths for new hires to understand team practices, tools, and expectations.

     

Skills & Toolsets

• Familiar with all UX disciplines and tools; comfortable interacting with the Atlassian Cloud Suite, Figma Suite, SharePoint, and Teams. 

• Ability to connect with, and influence, people at several levels of seniority to foster a shared understanding. 

• Ability to think fast on your feet and come up with solutions to critical situations, make decisions, and take calculated risks.  

• Ability to act autonomously and independently drive project execution to ensure adherence to scheduled delivery. 

• Ability to be flexible and pivot as needed to drive outcomes and scalability alongside evolving business and user needs. 

• Experience with establishing playbooks, process documentation, and governance supporting creative development. 

Qualifications

• Minimum of 5 years related work experience; financial services or function-specific experience preferred.

• Undergraduate degree or equivalent combination of training and experience

A cover letter is not required, but candidates may choose to include one to briefly highlight how their experience aligns with UX Operations, DesignOps, and project delivery. An optional cover letter can help expedite application review by providing additional context around relevant skills, tools, and stakeholder partnership. This role operates under a hybrid work model and requires Tuesdays- Thursdays onsite in our offices.

Special Factors

Sponsorship

About Vanguard

At Vanguard, we don't just have a mission—we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.