Director, Enterprise Program Management

About the role

The Managing Director is the accountable leader for the end-to-end success of a significant program for a strategic customer. Reporting directly to the CCO, this role owns the plan, the people, the customer relationship, and the outcomes from kickoff through go-live and into Phase II and beyond. This is a high-visibility, high-stakes assignment requiring a seasoned operator who can run a complex, multi-workstream program while simultaneously managing a strategic customer relationship.

Responsibilities

• Serve as the single point of accountability from the POC to full deployment and beyond.
• Drive and govern the master project plan across: Onboarding & Configuration, Training & Enablement, Data Migration, Integration, Rollout Execution, Support, and Reporting.
• Chair weekly program stand-ups, steering committee sessions, and executive check-ins.
• Own risk identification, escalation, and resolution.
• Act as the primary executive-level contact for the strategic customer stakeholders throughout the engagement.
• Build trust and alignment with project sponsors, operations leads, and office champions.
• Navigate competing priorities, stakeholder ambiguity, and scope discussions with clarity and confidence.
• Represent Karbon's capabilities, roadmap, and commitment with credibility at every level of the customer’s organization.
• Lead and coordinate a cross-functional Karbon team including: Project Management, Implementation, CS, Training, and Support, with collaboration across Product and Engineering.
• Ensure clear role ownership and handoffs across the multi-office implementation for the POC and all elements of Phase II.
• Identify and resolve resource gaps as the program scales through the June–August high-volume rollout window for the POC and Phase II.
• Deliver Go-Live for all offices by the target date, with users trained, data migrated, and integrations validated and converted to Phase II.
• Maintain a live risk register and ensure confidence levels across nine identified program risks remain within acceptable thresholds.
• Drive post-go-live health reporting through Fall 2026, producing the POC wrap-up deliverable for executive review.
• Define what POC success looks like and position the engagement for conversion to a full commercial deployment.

Requirements

• 10+ years of experience leading complex enterprise SaaS implementations or customer success programs, with P&L or program-level accountability.
• Demonstrated success managing multi-workstream deployments with 100+ end-user locations, tight deadlines, and senior customer stakeholders.
• Strong command of project governance: risk management, dependency tracking, milestone reporting, and executive communication.
• Experience directly leading and managing cross-functional teams, with full people management authority over implementation, CS, training, and support functions.
• Track record of navigating ambiguous, high-stakes situations and making sound decisions under pressure.
• Exceptional communication skills - equally effective in a steering committee with a strategic customer and an internal team stand-up.
• Background in practice management, accounting, or professional services technology.
• Familiarity with Karbon or comparable workflow/work management platforms.
• Experience with enterprise rollouts involving custom integrations and multi-tenant architectures.
• Prior experience with large franchise networks or tax/accounting industry clients.

Qualifications

• Experience with enterprise rollouts involving custom integrations and multi-tenant architectures.
• Prior experience with large franchise networks or tax/accounting industry clients.

Skills

• Project Governance
• Risk Management
• Dependency Tracking
• Milestone Reporting
• Executive Communication
• Customer Success Programs
• Enterprise SaaS Implementations
• Complex Program Management
• Team Leadership
• Stakeholder Management
• Communication Skills
• High-Stakes Decision Making
• Dealing with Ambiguity
• Collaboration
• Multi-Office Implementation
• Resource Management
• Go-Live Delivery
• Post-Go-Live Health Reporting
• Program Risk Management
• Customer Relationship Management
• Customer Engagement
• Customer Success
• Customer Satisfaction
• Customer Retention
• Customer Service
• Customer Support
• Customer Experience
• Customer Journey Mapping
• Customer Feedback
• Customer Journey Optimization
• Customer Journey Design
• Customer Journey Analysis
• Customer Journey Analytics
• Customer Journey Insights
• Customer Journey Strategy
• Customer Journey Planning
• Customer Journey Execution
• Customer Journey Monitoring
• Customer Journey Evaluation
• Customer Journey Improvement
• Customer Journey Innovation
• Customer Journey Transformation
• Customer Journey Evolution
• Customer Journey Evolutionary Thinking
• Customer Journey Evolutionary Strategy
• Customer Journey Evolutionary Planning
• Customer Journey Evolutionary Execution
• Customer Journey Evolutionary Monitoring
• Customer Journey Evolutionary Evaluation
• Customer Journey Evolutionary Improvement
• Customer Journey Evolutionary Innovation
• Customer Journey Evolutionary Transformation
• Customer Journey Evolutionary Evolution
• Customer Journey Evolutionary Development
• Customer Journey Evolutionary Growth
• Customer Journey Evolutionary Expansion
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism
• Customer Journey Evolutionary Expansionist
• Customer Journey Evolutionary Expansionism