Program Manager

Position Summary:

Our partner, a global leader in the technology manufacturing industry is looking for a Program Manager – Customer Experience & Delivery to join their team. In this role, you will lead high-impact initiatives that will shape the customer journey and technical delivery of a new enterprise SaaS platform. You’ll serve as the key bridge between customers and internal teams, overseeing onboarding, rollout planning, and solution delivery. This role blends product savvy, program management, and customer-facing communication in a fast-moving Agile environment.

Experience and Education:

Bachelor’s degree in Business, Computer Science, Engineering, or equivalent experience.

5+ years of Program/Project Management experience, ideally in a SaaS or product company.

Hands-on experience delivering customer-facing implementations or enterprise programs.

Proven ability to lead complex, cross-functional programs involving internal systems/process improvements that impact customer delivery.

Background working in or alongside software engineering, technical services, or implementation teams is highly beneficial.

Experience working with offshore teams is a strong advantage.

Agile certification (Scrum Master, SAFe, or equivalent) or PMP preferred but not required.

Skills and Strengths:

Program Management

Project Management

Client / Customer-Facing Engagement

Product Lifecycle

Product Roadmaps

Program Metrics

Business Analysis

Requirements Gathering

Stakeholder Management

Risk Management

Workflow Development

Process Integration/Improvement

Transformation/Change Management

ERP/CRM System Deployments

SAP and Salesforce, preferred

SDLC Understanding

Hardware/Software Solutions, Systems Integration, IoT is a plus

Agile methodologies and tools

Cross-Functional Collaboration

Primary Job Responsibilities:

Serve as the program lead for customer onboarding, implementation, and solution rollout projects for a new multi-module product.

Partner with Sales, Engineering, Support, and Operations to align internal delivery efforts with customer expectations and contractual commitments.

Drive delivery from initial customer kickoff through go-live and handoff to ongoing support.

Facilitate client meetings, status updates, and success checkpoints with professionalism and a focus on value delivery.

Track and manage all milestones, dependencies, and risks across concurrent customer programs.

Proactively manage change requests, communicate impacts, and adjust execution plans as needed.

Lead internal projects that directly affect customer operations, such as support readiness, enablement tools, product configuration standards, and onboarding process improvements.

Collaborate with cross-functional teams to enhance internal systems (CRM, ERP, portals) that impact customer data flow, visibility, or communication.

Partner with Customer Success and Support teams to streamline processes and reduce friction in the customer lifecycle.

Drive post-implementation reviews and contribute to continuous improvement efforts across the customer experience ecosystem.

Support the rollout of internal process changes and training that improve the company’s delivery capabilities and customer satisfaction.

Apply Agile practices to drive iterative delivery and cross-functional collaboration—leading standups, sprint planning, retrospectives, and backlog prioritization when applicable.

Maintain detailed but executive-ready program plans, dashboards, and communication strategies for both internal and external audiences.

Consolidate program status reporting and escalate issues or decision points proactively to leadership.

Ensure documentation, training materials, and handoff resources are complete and effective for both internal and external use.