SUMMARY OF POSITION:

The Program Manager provides centralized accountability for how delivery operates across the company. While Portfolio Management defines what we deliver and when, and Project Managers execute individual deliveries, this role owns the client delivery system. Ensuring delivery across implementation and support teams is consistent, scalable, and operationally sound. The Program Manager leads and manages Project Managers, standardizes delivery approaches, resolves systemic bottlenecks, and drives a seamless transition from implementation to ongoing support.

JOB DESCRIPTION:

Own and evolve the delivery operating model across implementation and support teams, ensuring scalability and consistency.
Standardize delivery approaches, phases, and best practices across the organization.
Lead and manage Project Managers within implementation and support teams, ensuring consistent execution aligned to the delivery operating model.
Identify and resolve cross-pod risks, dependencies, and systemic bottlenecks that impact delivery timelines and quality.
Improve implementation predictability, time-to-value, and overall delivery quality.
Ensure support teams operate with clear SLAs, escalation paths, and operational efficiency.
Drive a seamless transition from implementation to ongoing support for clients.
Define and track system-level delivery metrics (cycle time, quality, escalation trends) and use data to drive continuous improvement across delivery.
Partners across PPM, Product, Engineering, Sales, and Client-facing teams to align execution with business objectives.
Provide clear, decision-oriented visibility into delivery performance and risks to leadership and stakeholders.
Additional department relevant duties and support as needed based on business needs and objectives.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements:

Bachelor's degree in Business, Information Systems, or a related field; a Master's degree is a plus.
5–8+ years of experience in project management, delivery management, or a related role.
2+ years of experience operating at a program level (or clear readiness for that step).
Strong foundation in project management practices and software delivery methodologies (SDLC, Agile Scrum, LEAN, or hybrid models).
Demonstrated experience working across multiple concurrent projects or delivery teams.
Proven ability to improve processes, delivery consistency, or operational models.
Comfortable operating at both a system level (designing frameworks) and an execution-aware level (understanding project realities).
Excellent communication skills with the ability to effectively interact with technical teams, stakeholders, and clients.
Strong problem-solving and leadership skills with the ability to influence across teams.
Ability to work effectively independently as well as in a team setting and with other managers.
Proficiency with project and program management tools such as Jira, MS Project, or equivalent.

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