Program Manager, Strategic Customer Delivery

About the role

The Program Manager is responsible for driving client success, adoption, and retention by managing the end-to-end service delivery experience and ensuring that projects are executed on time, within budget, within scope, and to the highest standards of quality. The ideal candidate possesses exceptional project management discipline, strong strategic planning and communication skills, and the ability to bridge sales, project, and technical teams.

Responsibilities

• Develop, maintain, and execute comprehensive project and program plans, including schedules, milestones, dependencies, and critical paths, ensuring full alignment with Statement of Work (SOW), scope, timelines, and contracted deliverables
• Manage delivery rigorously against approved plans, maintaining clear visibility into budget, schedule, scope, and contractual obligations throughout the project lifecycle
• Establish and maintain strong, trusted relationships with key customer stakeholders, including executive leaders, counterpart program and project managers, engineering, development, security, and operations teams
• Ensure customers clearly understand their roles, responsibilities, dependencies, and required inputs to enable timely and successful delivery
• Lead and facilitate project kickoffs, recurring status meetings, executive briefings, milestone reviews, and steering committee sessions with both customer and internal stakeholders
• Proactively identify and manage dependencies, risks, assumptions, and issues; maintain actionable mitigation and contingency plans and drive timely resolution
• Provide end-to-end leadership for AI solution delivery, spanning discovery, solution design, implementation, deployment, and optimization within complex enterprise environments
• Identify potential scope deviations early and collaborate with Sales and Professional Services leadership to manage change requests and formal change order processes
• Orchestrate a seamless transition to the Customer Success organization at project completion, ensuring full knowledge transfer, documentation handoff, and alignment on success criteria
• Lead post-project retrospectives and lessons-learned sessions to drive continuous improvement across delivery processes, tools, and engagement models

Qualifications

• Bachelor’s degree in Business, Information Systems, Software Engineering, or related discipline, or equivalent work experience
• 10+ years of progressive experience in project and/or program management with a proven track record of delivering large-scale, enterprise software initiatives in complex environments
• Active PMP, PRINCE2, PMI-ACP, or similar certification
• 5–7 years of experience building, leading, and developing high-performing, cross-functional teams across technology, business, and vendor organizations

Skills

• Program & Portfolio Management Leadership
• Executive Presence & Communication
• Project Planning & Execution
• Analytical & Problem-Solving Capabilities
• Process Development & Continuous Improvement
• AI Tools Utilization & Prompting Excellence
• Software Development & Delivery Excellence
• Technical & Architectural Expertise

Benefits

Our benefits are designed to help you move forward in your career, and in areas of your life outside of work. From health and wellness benefits, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, and tuition assistance, we've got you covered with our total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

Pay

The starting pay range for a candidate selected for this position who is generally within the range of $108,000 to $156,000 for annual base salary. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range.

Physical Requirements

Work is performed remotely or in a normal office setting with minimal exposure to health or safety hazards. Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 10 pounds with assistance as part of office routine

Supervisory Responsibilities

None

Department

Professional Services

Locations

USA Remote

Employment type

Full-time