Senior Program Manager

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Project description

The Sr. Program Manager is ultimately responsible for maintaining positive customer relationships. You will manage projects and pilots with our European customers, such as system implementations, and provide end-to-end program management throughout the lifecycle of the program. You will need to maintain a detailed understanding of products and services to support customers with questions and suggest the best solutions for their needs

Responsibilities

Customer Onboarding & Implementation

Own and manage all aspects of client onboarding and implementation.

Develop and maintain a detailed implementation schedule aligned with client requirements and internal milestones.

Utilize the implementation playbook to guide the process for new customer deployments.

Train clients on project's software and ensure seamless knowledge transfer.

Issue Resolution & Escalations

Act as the frontline for operational issues, working closely with the business strategy lead, operations team, and project engineer.

Proactively identify and resolve bottlenecks in customer workflows.

Coordinate resolution of complex issues with Engineering.

Track and manage escalations, ensuring timely resolution.

Monitoring & Performance Tracking

Track key customer metrics (uptime, adoption, engagement, etc.).

Ensure SLAs and contractual obligations are consistently met.

Regularly report on project milestones and deliverables.

Collaborate with subcontractors and violation processors supporting each program.

Proactive Account Management

Establish regular check-ins with clients to preempt potential issues.

Serve as the primary point of contact for customers.

Align internal teams to customer needs and act as the client advocate.

Provide structured feedback to internal teams based on customer insights.

Process Improvement & Feedback Loop

Work closely with operations and assigned project engineers to refine workflows.

Identify process improvements based on customer insights and performance trends.

Collaborate with Product and Engineering teams to advocate for product enhancements.

Establish, implement, and maintain an effective Project Plan to ensure all deliverables are met.

Skills

Must have

5+ years of Program or Project Management / Engagement Management consulting experience managing enterprise level projects across multiple operating teams

3+ years experience working in Professional Services or Consulting Firm

Environment managing operating projects consisting of 5 to 12 people totaling over $2M budget

Bachelor Degree (preferably in business) or equivalent experience

Ability to travel and work during non-traditional working hours to accommodate a global operating team

Nice to have

PMP certification and/or Scrum Master Certification

Other

Languages

English: B2 Upper Intermediate

Seniority

Senior