Program Manager

About the Role

The Program Manager leads end-to-end program execution and contracted delivery for TRSS customers, serving as a primary point of contact for contract performance, stakeholder engagement, renewal readiness, and growth opportunities. This role manages assigned accounts through disciplined portfolio governance, data-driven decision-making, customer relationship management, and cross-functional and cross-company coordination. The Program Manager ensures compliance with applicable regulations, standards, and contractual requirements while tracking risks and delivery outcomes. This role also identifies opportunities to improve account management practices through AI, automation, reporting visibility, and process improvement, while providing customer feedback and market insights to help enhance solutions for customers.

Responsibilities

• Contract and Customer Growth Management
  • Manage the assigned contract portfolio and renewal life cycle, including kickoff, contract/product support, relationship building, identifying potential growth opportunities, and contract renewal readiness.
  • Achieve revenue targets through customer retention and growth opportunity tracking.
  • Lead regular portfolio review activities with internal stakeholders to track contract health, renewal status, customer satisfaction, financial performance, risks, and growth opportunities.
  • Establish productive relationships with key customer stakeholders, focusing on constructive communication channels between TRSS, customers, and third-party partners.
  • Ensure compliance with government regulations, industry standards, and contractual requirements by identifying associated risks throughout the contract life cycle.
  • Manage customer engagements consistently with clear account visibility by tracking customer needs, contract status, delivery risks, renewal timelines, and growth opportunities.
  • Monitor contract performance, pricing assumptions, renewal-related financial inputs, and other factors that may impact retention or growth opportunities.
  • Use data, customer feedback, performance insights, and financial inputs to support informed decisions about renewals, customer engagement, product adoption, and growth strategy.
  • Coordinate with internal teams to resolve contract, delivery, or customer experience issues that may impact retention, renewal, or expansion opportunities.
  • Maintain a strong understanding of the assigned product, customer use cases, and value drivers to support customer conversations and growth planning.
• Delivery Management
  • Support clear communication of TRSS delivery capabilities, solution value, and customer outcomes to customers and internal stakeholders.
  • Maintain a comprehensive understanding of data, product, technology, and methodology developments at TRSS.
  • Partner with stakeholders to identify, document, and support qualified growth opportunities within assigned customer accounts.
  • Identify opportunities to use AI, automation, and process improvements to streamline portfolio management activities, reduce manual effort, improve reporting visibility, and manage assigned accounts more efficiently.
  • Provide Product Development with customer feedback, product needs, and emerging use cases to inform renewal strategy, product roadmap discussions, and future growth opportunities.

Requirements

• Bachelor’s degree in business or related field. Equivalent experience will be considered in lieu of a degree.
• 3–10+ years of experience in program management, account management, customer delivery, or a related field, with job level determined by experience, account complexity, portfolio size, and demonstrated ability to manage customer relationships and delivery outcomes.
• Relevant TRSS internship experience may be considered for interns who convert into full-time roles, based on demonstrated performance, business knowledge, and readiness for the role.
• Growth mindset with the ability to identify customer needs, retention risks, and opportunities to expand value within assigned accounts.
• Demonstrated progressive program leadership experience, including account planning, contract renewal support, portfolio governance, and growth strategy.
• Strong interpersonal skills including mentoring, coaching, collaborating, and team building.
• Strong analytical and problem-solving skills, along with excellent written and oral communication skills.

Benefits

• Hybrid Work Model: Flexible hybrid working environment for office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: "Flex My Way" policies to manage personal and professional responsibilities, including work from anywhere for up to 8 weeks per year.
• Career Development and Growth: Culture of continuous learning and skill development, with "Grow My Way" programming and a skills-first approach.
• Industry Competitive Benefits:
  • Comprehensive benefit plans including flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, and employee incentive programs.
  • Market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match.
  • Paid holidays, parental leave, sabbatical leave, and additional benefits such as optional hospital, accident, and sickness insurance; fitness reimbursement; Employee Assistance Program; Group Legal Identity Theft Protection; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and Employee Stock Purchase Plan.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and values-driven environment.
• Social Impact: Two paid volunteer days off annually, opportunities for pro-bono consulting projects, and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: Contribute to upholding the rule of law, turning the wheels of commerce, catching bad actors, reporting the facts, and providing trusted, unbiased information globally.

Pay

The base compensation range for this role is $115,300 USD - $214,100 USD, positioned within the range based on individual knowledge, skills, and experience, with consideration given to internal equity. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Eligible office locations include New York City, San Francisco, Los Angeles, and/or Irvine, CA; McLean, VA; Washington, DC.