Senior Program Manager

What's in it for you?

• Program Ownership & Governance
• Own assigned customer engagements end-to-end—from pre-sales scoping and kickoff through delivery, launch, and handover.
• Define and maintain program governance artifacts, including delivery plans, milestones, dependency maps, decision logs, and risk registers.
• Establish clear success criteria, scope boundaries, assumptions, and acceptance criteria in alignment with customer stakeholders.
• Lead structured program cadences including internal syncs, customer working sessions, executive reviews, and milestone checkpoints.
• Proactively identify risks, interdependencies, and delivery bottlenecks; align early with customers and internal teams on mitigation plans to avoid surprises.
 
• Hands-On Delivery Execution
• Act as the primary delivery lead and day-to-day customer contact, building trust and credibility with stakeholders at multiple levels.
• Partner closely with cross-functional teams (Customer Success, Services Solutions, Product, Engineering) to ensure delivery aligns with intended business outcomes.
• Translate customer needs into actionable work streams, timelines, and deliverables; drive alignment across teams.
• Manage scope changes through structured change requests—clearly communicating impact on timelines, effort, and cost.
• Navigate trade-offs and timeline adjustments using transparent, solution-oriented communication with customers.
 
• Customer Experience, Communication & Quality
• Drive a consistently positive customer experience across onboarding, configuration, enablement, launch, and post-launch stabilization.
• Lead customer communication with clarity and confidence—status updates, expectation setting, and scenario-based guidance.
• Use feedback loops, retrospectives, and proactive check-ins to surface concerns early and course-correct.
• Manage customer conflicts professionally by identifying root causes, facilitating constructive dialogue, and driving resolution.
• Monitor delivery health indicators including timelines, quality of deliverables, escalations, and customer sentiment.
 
• Financials, Metrics & Operational Rigor
• Own delivery financials and operational health, including:
• Effort tracking and burn rate monitoring
• Forecast and variance analysis
• Scope change and margin impact assessment
• Maintain accurate, up-to-date documentation, dashboards, and reporting for internal and customer visibility.
• Ensure delivery hygiene and data accuracy across systems (project management tools, CRM inputs, internal trackers).
 
•  Cross-Functional Collaboration & Influence
• Act as a strong connector across Delivery, Presales, Sales, Customer Success, Product, and Engineering.
• Represent Delivery in customer conversations around solution constraints, trade-offs, timelines, and product dependencies.
• Provide structured feedback to Product and Services leadership based on delivery learnings and recurring customer themes.
 
• Pre-Sales Support, Estimation & SOW Ownership
• Partner with Presales, and sales teams during deal cycles to support:
• Project scoping and delivery approach definition
• Effort estimation, timelines, and resources
• Own or contribute significantly to Statement of Work (SOW) development, including:
• Scope definition, assumptions, exclusions, and deliverables
• Milestones, success criteria, and acceptance terms
• Change control and governance mechanisms
• Validate the feasibility of proposed solutions, highlight delivery trade-offs, and ensure commitments are realistic and executable.
• Support customer calls during pre-sales to explain delivery approach, timelines, and engagement expectations with credibility and clarity.

Tools & Metrics:

• Own and continuously improve the usage of program management tools such as Jira, Rocketlane, and internal systems to maintain a single source of truth.
• Track and report on key delivery metrics, including:
• Schedule adherence
• Delivery quality
• Utilization and effort variance
• Customer satisfaction and escalations

We’d love to hear from you, if you:

• 5+ years of experience in program management, services delivery, or enterprise project delivery roles.
• Proven experience managing enterprise, customer-facing engagements as an individual contributor.
• Experience in SaaS, enterprise B2B, digital transformation, or implementation services preferred.
• Demonstrated involvement in pre-sales scoping, estimation, or SOW creation.
• Strong customer communication: able to lead meetings, explain complex scenarios clearly, and adapt messaging by audience.
• Estimation & financial acumen: confident in effort estimation, burn forecasting, and scope costing.
• Conflict management maturity: able to handle misalignment and escalations with calm, clarity, and ownership.
• Solid fundamentals in program governance, risk management, dependency tracking, and milestone planning.
• Proficiency with Jira, Excel, and program management/collaboration tools.
• High ownership mindset with strong customer empathy, bias for action, and a solution-oriented approach.