Program Manager

Job Description

Position Summary 

We are seeking a seasoned Program Manager to lead high-complexity, multi-workstream initiatives where scope is dynamic, deliverables can be loosely defined, and success is measured by outcomes rather than tasks completed. This role requires a strategic operator who can translate ambiguity into clarity, guide clients toward the right decisions, and drive execution across Product, Engineering, and Field Operations. 

The Program Manager will own programs end-to-end, mentor and lead a small team of Project Managers, and establish best-in-class delivery practices. This role sits at the intersection of strategy and execution, with real influence on product direction, operational readiness, and customer success. 

Essential Duties and Responsibilities 

Program Leadership & Ownership 

• Own multiple, concurrent programs from concept through delivery, with full accountability for outcomes, value realization, and stakeholder alignment 
• Lead initiatives where requirements evolve, helping internal teams and clients clarify goals, make trade-offs, and stay focused on outcomes 
• Translate strategic objectives into executable program roadmaps while allowing for iteration and change 
• Proactively identify risks, dependencies, and constraints across programs and drive mitigation strategies 

Client & Stakeholder Partnership

• Act as a trusted advisor to clients, steering decision-making in complex and ambiguous environments 
• Partner closely with executive sponsors and senior stakeholders to align on priorities, success metrics, and delivery expectations 
• Manage high-stakes, client-facing communications with confidence, diplomacy, and clarity 

Cross-Functional Collaboration 

• Partner deeply with Field Operations, Product, and Engineering to surface systemic gaps in products, operational friction, and scalability issues 
• Contribute directly to product roadmap discussions by translating delivery insights and customer feedback into actionable recommendations 
• Support execution plans that close product and process gaps, ensuring alignment between roadmap intent and operational reality 

Team Leadership & Practice Development 

• Lead, coach, and mentor a small team of Project Managers, setting standards for delivery excellence and professional growth 
• Establish and evolve project and program management best practices, tools, and operating rhythms 
• Create training plans, templates, and playbooks that improve consistency, predictability, and quality across programs 

Execution, Governance & Reporting 

• Drive program governance, including planning, financial oversight, dependency management, and executive reporting 
• Monitor program performance using outcome-based metrics, not just schedule and budget adherence 
• Communicate progress, risks, and decisions clearly to leadership and stakeholders at all levels 

Minimum Qualifications (Experience and Education) 

• 7+ years of experience in program or senior project management, preferably in technology, operations, or regulated environments 
• Proven success leading complex, cross-functional programs with evolving scope and high ambiguity 
• Experience managing and mentoring Project Managers or delivery teams 
• Strong background in stakeholder management, client steering, and executive-level communication 

Skills & Capabilities 

• Exceptional ability to move from strategy to execution without losing momentum 
• Advanced problem-solving and systems-thinking skills 
• Strong business judgment, with the ability to balance speed, quality, and risk 
• Comfortable navigating high-pressure situations with competing priorities 
• Able to grasp technical concepts and communicate them clearly to non-technical audiences 

Credentials (Preferred) 

• PMP or equivalent program management certification 
• Lean Six Sigma (Green Belt or higher) 
• Bachelor’s degree or equivalent professional experience 

Why This Role Matters 

This Program Manager is not just delivering projects, they are shaping how the organization executes, how clients experience delivery, and how insights from the field inform product strategy. Success in this role directly influences customer outcomes, internal scalability, and long-term growth.