Program Manager – Strategic Customer Delivery

This is a fully remote position, open to applicants in Arizona, +1 more state.

📋 Description

• Take ownership of governance and oversight for large-scale customer programs and strategic accounts.

• Serve as the primary programme lead facing customers and the main escalation point.

• Foster trusted relationships with executive stakeholders within customer organizations.

• Deliver programme-level reporting, manage risks, and conduct portfolio health reviews.

• Align delivery teams, project managers, product teams, and customer stakeholders with programme objectives.

• Lead executive steering committees, governance boards, and milestone reviews.

• Identify programme risks, dependencies, and scope changes while ensuring proactive management of issues.

• Track programme performance against contractual commitments, budgets, timelines, and success criteria.

• Facilitate the successful transition of completed projects to Customer Success and operational teams.

• Promote continuous improvement in programme governance, reporting, and delivery practices.

• Successfully deliver strategic customer programmes across various sites, regions, and workstreams.

• Ensure executive stakeholders maintain confidence in programme status, governance, and decision-making.

• Identify and manage programme risks and escalations at an early stage.

• Support customer adoption and satisfaction throughout the deployment process.

• Provide internal teams with clear direction, prioritization, and communication.

⛳️ Requirements

• Over 10 years of programme and/or project management experience in enterprise software delivery.

• Proven experience managing complex programmes that involve multiple projects and stakeholders.

• Experience interacting with executive-level customer stakeholders (C-suite, CIO, CTO, VP level).

• Strong background in portfolio governance, risk management, and reporting.

• Experience in leading global or multi-site technology implementations.

• PMP certification is required.

• Experience working in Professional Services, Consulting, SaaS, or Software organizations.

• Preferred: experience in laboratory informatics, diagnostics, healthcare technology, or regulated environments.

• Preferred: understanding of laboratory workflows and enterprise healthcare systems.

• Preferred: familiarity with GDPR, HIPAA, or similar regulatory frameworks.

• Preferred: a Master's degree or equivalent advanced qualification.

• Ability to work confidently with AI-enabled tools, applying digital and analytical thinking, and adapting as technologies evolve.

• Willingness to travel to client sites and adhere to customer location health and safety requirements.

🏝️ Benefits

• Health and wellness benefits.

• 401(k) Savings Plan.

• Stock incentive programs.

• Paid time off.

• Parental leave.

• Tuition assistance.

• Remote work arrangement.

• Travel to client sites as required.