Senior Program Manager – Customer Implementations

Role Overview

The Senior Program Manager Customer Implementations provides centralized governance across all customer implementations. This role ensures consistency, predictability, and transparency across multiple concurrent projects.

Key Responsibilities

• Manage and mentor Implementation Project Managers
• Define and maintain implementation standards, templates, and best practices
• Track program-level risks, dependencies, and timelines
• Act as escalation point for implementation-related issues
• Drive cross-functional coordination across CS, Product, and Engineering
• Provide regular executive-level reporting on implementation health

Required Experience & Skills

• 1015+ years of experience in Program or Project Management
• Proven experience managing multiple enterprise SaaS implementations
• Strong risk management and stakeholder communication skills
• Ability to work across time zones and distributed teams
• Familiarity with finance, billing, or ERP platforms preferred

What Success Looks Like (First 12 Months)

• Improved on-time and on-budget implementations
• Clear visibility into implementation risks and dependencies
• Reduced customer escalations during delivery