Remote Program Associate Jobs in Akron, OH (NOW HIRING)

Drips helps organizations build stronger customer and member relationships through personalized, two-way conversations at scale. We combine AI-powered engagement with strategy, design, and managed execution to help people take meaningful next steps across the customer journey.

Our Corporate IT team keeps the technology, identity, and security foundation that Drips runs on scaling safely alongside a fast-growing business from the tools our people use every day to the governance and automation that keep IT out of the way.

We're hiring a Sr. Manager, Corporate IT to lead and grow our Corporate IT function as Drips scales. This is a hands-on leadership role: you'll manage a team of IT professionals, lead corporate IT operations and internal technology services across identity, endpoints, corporate SaaS, ITSM, device lifecycle, vendors, documentation, and operational automation, and act as the connective tissue between IT, InfoSec, and the rest of the company.

You'll report to the CIO / CISO and partner closely with InfoSec and Corporate Systems to make sure that as we grow, our security posture, compliance obligations, and IT governance scale right alongside the business rather than becoming an afterthought or a bottleneck.

The right person is equally comfortable in a strategy conversation with a department leader and in the weeds of an identity, endpoint, or access issue. You'll mature our IT governance and control environment, own vendor relationships, and lead our push on ticket deflection and AI-powered automation so the team's time goes toward higher-value work instead of repetitive tickets.

Success in this role means IT is a well-run, well-managed function that scales with the business, is trusted by leaders across the company, and is measurably reducing manual and repetitive support work through automation.

Department: IT
Reports to: CIO / CISO
Direct reports: IT Associate, Sr IT Associate
Location: Remote
Travel: Limited travel required, estimated at 1 to 2 weeks per year

• Lead, manage, and grow a team of IT professionals: hire, coach, set priorities, and own performance and development.
• Champion a culture of exceptional customer service across the IT team, ensuring every employee interaction from a help desk ticket to an executive request is handled with responsiveness, professionalism, and ownership.

• Administration for our core stack, including Microsoft 365, Entra ID and related identity/IAM tooling, endpoint management (MDM) and EDR, and our ITSM/ticketing platform.
• Build and mature IT governance: access controls, change management, provisioning/de-provisioning, and documentation that scale with the business instead of relying on individual heroics.
• Manage identity lifecycle, account provisioning/deprovisioning, and role-based access governance across business systems driven by control requirements and risk decisions defined by InfoSec.
• Lead device lifecycle strategy (procurement, imaging, deployment, recovery, retirement) and endpoint security posture.
• Build IT capacity planning, documentation, and continuity practices so the function isn't dependent on any single person, including yourself.

• Support InfoSec on our security and compliance program (including ISO 27001, HITRUST, and related frameworks), and support client security questionnaires and audits as needed.
• Serve as a trusted partner to department and business leaders, translating their goals and project needs into IT priorities and helping their initiatives succeed.
• Vendor management, software licensing, renewals, and Corporate IT budget/spend across the corporate IT stack.
• Represent IT in cross-functional planning for new tools, integrations, and company initiatives as Drips scales, including consolidating redundant or fragmented tooling and establishing a formal intake and evaluation process for new technology requests.

• Own and drive ticket deflection and AI automation: expand self-service, AI-assisted support (including our internal AI help desk agent), and workflow automation to reduce ticket volume and speed up resolution, and use those gains to hold the team's size steady while supporting a growing employee base as Drips scales.
• Report on IT operations (ticket volume, SLAs, automation adoption, project delivery) to leadership on a regular cadence.
• Own a regular Corporate IT operating cadence, including a weekly IT operations review, recurring IT/InfoSec coordination meetings, a monthly governance review, and quarterly business reviews with stakeholders.

• 8+ years of progressive IT experience, including 3+ years directly managing and developing an IT team hiring, coaching, delegating, and owning performance not just individual-contributor experience.
• Hands-on depth across our core stack: Microsoft 365, Entra ID and identity/access management, endpoint (MDM) and EDR tooling for a mixed fleet of Windows and iOS devices, and an ITSM/ticketing platform, ideally owned or heavily operated at scale.
• Direct experience building or maturing IT governance, security, and compliance programs inside a regulated or high-growth SaaS environment, with familiarity with frameworks such as ISO 27001, HITRUST, SOC 2, and HIPAA-adjacent requirements.
• Demonstrated experience driving ticket deflection and AI-assisted IT automation (self-service, AI agents, workflow automation) with measurable results.
• Strong cross-functional partnership skills able to sit with department leaders and executives and translate their goals into IT priorities.
• Experience working with and supporting GenAI tools like Claude, ChatGPT, Cursor, etc. within the corporate technology environment.
• Experience managing vendors, software licensing, and an IT budget.
• Strong written and verbal communication skills, comfortable moving between technical detail and executive-level conversation.
• Sound judgment operating in an environment where priorities and risk shift quickly.

• Experience in an established, mature corporate technology environment, with recent experience in a PE-backed, SaaS, mid-market, high-growth company.
• Experience in healthcare, insurance, financial services, or another highly regulated industry.
• Experience supporting enterprise client security questionnaires, audits, or vendor risk reviews.