Note: The job is a remote job and is open to candidates in USA. PTR Global is seeking a Program Manager - I to support the Experience Org central operations team. This role is critical for managing tool operations and ensuring business continuity while the team builds automated systems. Responsibilities include processing access requests, managing licenses, coordinating compliance reviews, and supporting users throughout the research process.

Responsibilities

• Process license requests, assignments, callbacks, and extensions across all tools (Figma, UserTesting, Dovetail, Qualtrics, dscout, ZeroHeight, and others)
• Manage SSO and Active Directory group memberships for new hires and access changes
• Track usage analytics and support license forecasting and annual renewal planning
• Coordinate Third Party Security (TPS) reviews and maintain compliance tracking
• Track SPOUT project metrics including financial impact and project close-out data
• Serve as first-line troubleshooting support and vendor bridge for tool issues
• Support Outset AI platform onboarding, TPS, and access provisioning for scaled research rollout
• Execute UserTesting R&I study migration (~290 studies)
• Monitor and distribute Figma AI credits within approved usage policies
• Own research/testing project close-out governance and financial tracking: prompt users to close out unused tests to recover spend, capture final session counts and incentives paid, and review end-of-project participant quality and research outcome feedback — this trend data will inform which cloud spaces and tools are best suited for different research needs and recruitment options, enabling smarter decisions and faster pivots over time

Skills

• Experience in SaaS tool administration, IT operations, or a similar operations/coordinator role
• Comfort managing multiple concurrent request queues with strong attention to detail
• Familiarity with SSO and identity/access management workflows (IIQ or Active Directory a plus)
• Clear, proactive communicator — candidates are the interface between users and the team
• Process-oriented with an eye for gaps; you notice what's missing and flag it
• Proficiency in Google Sheets, Slack, and enterprise SaaS platforms
• Highly Prefer experience with design and research tools like Figma, Claude, User Testing, Outset etc
• Tooling Experience (intake, license distribution, vendor troubleshooting)
• High-Volume Ticket and Request Triage: A proven track record of managing a constant influx of requests (intake, license distribution, vendor troubleshooting)
• Experience managing procurement process
• Data Governance and Compliance Awareness
• Basic Financial and Budget Tracking
• Process Discipline and Documentation
• Experience supporting software renewal cycles or procurement coordination
• Familiarity with Third Party Security or vendor compliance processes
• Background supporting a large SaaS tool portfolio at a technology company

Benefits

• Medical
• Dental
• Vision
• 401K contributions
• Any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work

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