Service Program Manager – Feature Planning & Commercial Operations

Team Segment : Solutions Business

Job Summary

This role sits within the Solutions Business Billing Organization and owns the end-to-end commercial, service feature planning, and delivery lifecycle for enterprise streaming services.

The position expands the existing Billing & Business Operations responsibilities to include:

• Enterprise customer requirement convergence

• Feature planning and roadmap collaboration

• Pricing and quotation strategy

• Cross-functional delivery and operational alignment

• Billing and revenue execution

This role acts as a bridge between business, service, and delivery, ensuring commercial commitments are successfully planned, developed, launched, and operationalized.

Responsibilities:

Billing & Revenue Management

• Ensure billing aligns with contracts, service usage, and pricing models.
• Maintain revenue reporting, audit-ready documentation, and smooth contract-to-cash processes.
• Collaborate with Finance, Legal, JP & TW Service Program Managers, Customer Success Program Managers (PMs) to optimize billing workflows, quotation templates, and pricing logic for accuracy, profitability, and operational efficiency.
• Continuously identify automation opportunities and improve recurring billing processes and reporting.

Pricing, Quotation & Commercial Operations

• Partner with Finance, JP & TW Service Program Managers, Customer Success Program Managers, and Engineering to develop pricing and quotation structures that translate development effort and service usage into contracts.
• Review and optimize pricing tiers, bundled services, and margin structures, ensuring alignment with delivery capabilities and market value.
• Act as liaison to communicate pricing logic and value proposition to enterprise customers, supporting successful business engagement.

• Maintain and improve SOPs, documentation, and process training materials for quoting and contract approval workflows.

Cross-Functional Delivery & Operational Alignment

• Collaborate with PMs and Engineering to converge customer requirements, prioritize initiatives, and define service roadmaps for delivery & operations.
• Resource Allocation & Progress Control: Oversee resource planning and technical feasibility. Track R&D progress to ensure on-time, on-budget, and high-quality delivery.
• Agile Flow Optimization: Continuously evaluate and optimize Agile/Scrum workflows to enhance cross-functional collaboration and operational efficiency.
• Serve as the commander for P0 emergency issues, coordinating cross-functional teams for immediate incident resolution and post-launch reliability.
  

Requirements:

• 3+ years of experience in commercial operations, or Enterprise Solutions’ Program Manager/Operations Manager, leading service launches
• In-depth knowledge and experience running an enterprise solutions/projects’ development through the end-to-end software development lifecycle
• Experience with Scrum/Agile methodologies with enterprise-level application development projects. PMI-ACP, CSM, or equivalent are preferred
• Strong verbal/written communication in both Chinese & English, and presentation skills, including the ability to effectively communicate with customers and cross teams
• Self-directed, yet highly-cooperative and flexible work style within the team
• Requires strong attention to detail, excellent analytical, problem-solving, facilitation and communication skills. Strong leadership, judgment and decision-making abilities, being able to communicate to all levels of the organization, including top management
  

Nice to Have:

• 3+ years of experience as business manager, managing financial and budgetary processes
• Familiarity with enterprise client engagement and pricing negotiation.
• Japanese speaking a plus
• Experience working with remote and global teams is a plus