Job Description

We’re building the AI-driven future of customer success, from retention to growth!

Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link

About This Role:

We’re looking for a full-time People Operations Program Manager to join our People team reporting to the Director, Centre of Excellence. This role is a hybrid role based out of our Hyderabad, India location.

In this role, you’ll play a key role in supporting the success of Gainsight’s employees by driving operational excellence across core People programs and processes. You’ll deliver impact by managing project execution, improving team operations, and implementing scalable solutions through AI and automation. This is a great opportunity for someone who thrives in a fast-paced, dynamic environment and enjoys working cross-functionally with People Operations, HR, business leaders, and other key stakeholders. The ideal candidate brings strong skills in program management, process improvement, and operational execution.

What You'll Do:

Program & project execution

• Own delivery of key TS programs, including performance reviews, merit planning, engagement surveys, organizational changes, and other strategic initiatives from planning through execution.

• Manage and evolve our project management framework, including Smartsheet tracking, stakeholder communication, timelines, dependencies, and risk management.

• Drive accountability across cross-functional teams to ensure projects are delivered on time and with high quality.

• Identify risks, remove blockers, and proactively communicate status and recommendations to leadership.

Enablement & Adoption

• Own enablement strategies for TS programs, processes, and systems, ensuring teammates understand not only what is changing, but why.

• Develop and maintain training materials, process documentation, playbooks, FAQs, and self-service resources.

• Partner with HRIS and functional stakeholders to support Workday adoption, change management, and user education.

• Coordinate training sessions, office hours, workshops, and communication plans for new processes, system enhancements, and program launches.

• Measure adoption and effectiveness of enablement efforts and continuously improve based on feedback and outcomes.

AI Strategy & Enablement

• Identify and implement AI-driven solutions that improve team efficiency and reduce manual work.

• Lead rollout and adoption of AI tools, automations, and process improvements across the TS organization.

• Serve as an internal advocate and educator for practical AI usage within Teammate Success.

• Stay current on emerging AI capabilities and recommend scalable, low-code solutions that improve operations.

Operational Rhythm & Prioritization

• Own the team's operating rhythm, including weekly updates, status reporting, project reviews, and key stakeholder meetings.

• Maintain the TS prioritization framework, ensuring work aligns with organizational priorities and resource capacity.

• Partner with TS leadership to translate strategic goals into actionable plans and measurable outcomes.

• Drive visibility into project progress, dependencies, and resource needs.

Systems & Process Improvement

• Partner with HRIS to understand system changes, releases, and downstream process impacts.

• Evaluate and improve existing TS processes to increase efficiency, scalability, and employee experience.

• Support vendor evaluation, implementation, and ongoing optimization of TS tools and technologies.

• Ensure operational processes are documented, standardized, and sustainable.

Mergers & Acquisitions Support

• Lead TS operational and enablement workstreams during acquisitions and integrations.

• Develop integration plans, communication strategies, training materials, and onboarding support to ensure a smooth transition and positive employee experience.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role will require occasional travel for team meetings, training, or company events.

What We're Looking For:

• 3+ years of program or project management experience within HR, People Operations, HRIS, or a related function.

• Proven ability to manage multiple complex initiatives and drive execution across diverse stakeholder groups.

• Experience designing and delivering training, enablement, or change management programs.

• Experience supporting HR systems, preferably Workday, with an understanding of how HR processes operate within the platform.

• Hands-on experience leveraging AI tools to improve workflows, automate processes, or increase team productivity.

• Experience with Smartsheet or similar project management platforms (Smartsheet preferred).

• Strong written and verbal communication skills, with the ability to simplify complex topics for different audiences.

• Strong organizational skills with exceptional attention to detail and follow-through.

• Comfortable operating in ambiguity and building structure where it doesn't yet exist.

• Experience in SaaS or technology environments preferred.

Why You’ll Love It Here:

Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few:

Our Compensation and Benefits:At Gainsight, we believe great work happens when teammates feel fully supported.

• We offer a comprehensive benefits package including full health coverage (including OPD), wellness and mental health resources, flexible remote work options, and childcare assistance. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.

Our Core ValuesWe are guided by our values and our mission to be living proof you can win in business while beingHuman-First Learn morehere

Our Growth OpportunitiesFrom mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive.

Our Parody VideosNo explanation needed. Just watch themhere!

If this sounds like the right role for you, we’d love to hear from you.

Additional Information:

We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates.

If you require accommodations or have questions about how your personal data will be used during the hiring process, please contact recruiting@gainsight.com

If you’re applying for a role through an Employer of Record (EOR) or contractor arrangement, please note that employment terms and benefits are managed by the EOR or may not apply to non-EOR contractors.