Senior Specialist - Program & Project Management

About the role

We are seeking a Senior Project Manager to lead implementation strategy and execution with a strong focus on capacity management, delivery planning, and scalable onboarding. This role sits at the intersection of strategy and day-to-day execution, ensuring that client demand, product readiness, and implementation capacity are aligned to deliver predictable high-quality outcomes.

Responsibilities

• Define and own the implementation capacity strategy aligned with business growth, sales pipeline, and product roadmap.
• Develop forecasting models that translate client demand, onboarding complexity, and release schedules into realistic delivery capacity plans.
• Partner with Implementation, Product, Sales, and Operations leadership to shape onboarding models, sequencing strategies, and prioritization frameworks.
• Establish governance structures, intake processes, and decision criteria for managing demand vs. capacity.
• Identify systemic delivery risks and drive long-term mitigation strategies, process tooling, and resourcing.
• Provide strategic input into staffing plans, investment decisions, and roadmap readiness discussions.
• Own execution of cross-functional implementation projects from intake through onboarding and stabilization.
• Drive detailed delivery plans, milestones, dependencies, and risk management across concurrent client implementations.
• Monitor capacity utilization, throughput backlog health, and delivery velocity on an ongoing basis.
• Proactively identify and resolve delivery blockers related to people, process, or system constraints.
• Lead regular execution reviews, escalation management, and stakeholder communications.
• Ensure learnings from incidents, delays, or escalations are translated into actionable improvements.
• Act as the central coordination point between Client Implementations, Product Engineering, Sales, Client Success, and Operations.
• Facilitate trade-off discussions when delivery demand exceeds available capacity.
• Influence senior stakeholders with data-driven recommendations on timelines, scope, and sequencing.
• Support client-facing conversations when delivery risks or capacity constraints impact commitments.
• Define and track KPIs including implementation throughput, time to onboard, capacity utilization, and backlog pipeline health.
• Build clear executive-level reporting that provides visibility into both current execution and future capacity risks.
• Use data to continuously refine forecasts, planning assumptions, and delivery models.

Requirements

• 8 years of experience in Project Management, Delivery Management, or Implementation leadership roles.
• Proven experience balancing strategic planning and hand-on execution in client-facing environments.
• Strong background in capacity planning, demand forecasting, and delivery governance.
• Experience working in enterprise, high-volume environments, payments, fintech, SaaS, telecom, utilities, or regulated industries.
• Ability to influence across teams without direct authority.
• Strong communication skills, including executive-level updates and client-facing discussions.

Preferred Qualifications

• Experience with complex system integrations or API-based implementations.
• Familiarity with regulated or mission-critical platforms.
• Experience partnering closely with Sales on delivery commitments and onboarding timelines.
• PMP, PgMP, SAFe, Agile, or similar certifications preferred.

Benefits

• Comprehensive Medical Plan
• Coverage for Medical, Dental, Vision, Short-Term and Long-Term Disability
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave