Senior Program Manager, Customer Experience

This is a fully remote position, open to applicants in New York.

📋 Description

• Take charge of the complete delivery process for 2–4 simultaneous strategic programs catering to Fortune 100 and Fortune 500 clients.

• Lead programs from the point of Sales handover all the way to go-live and transition to Customer Success, ensuring adherence to the Statement of Work in terms of time, budget, and scope.

• Facilitate steering committees and prepare executive reports.

• Maintain logs for decisions, changes, risks, and issues.

• Proactively identify risks and dependencies, escalating issues as necessary.

• Direct the requirements gathering process in collaboration with Solutions Architects and engineers.

• Supervise configuration, data migration, and integration with client e-billing and accounts payable systems.

• Establish go-live criteria and user acceptance testing standards.

• Manage cutover activities and ensure go-live readiness.

• Control changes against the Statement of Work and assist in drafting Statements of Work for new projects.

• Propel client adoption and manage change effectively to deliver tangible value.

• Collaborate with client legal, procurement, finance, and IT teams, alongside consultants, vendors, and internal teams.

• Provide implementation insights to Product and Engineering teams.

• Mentor Onboarding Managers through coaching and program evaluations.

• Develop and enhance playbooks related to governance, change control, risk management, and reporting.

⛳️ Requirements

• At least 8 years of experience in client-facing program or project management focused on enterprise SaaS implementations, including technical discovery, integrations, and data migration.

• Proven history of establishing or significantly enhancing program management processes.

• Familiarity with working according to Statements of Work while maintaining a clear scope with clients.

• Experience leading committee-driven governance and managing executive stakeholders in Fortune 500 or similar organizations.

• Ability to set direction for stakeholders who may be uncertain about their needs, manage expectations, and provide necessary pushback when required.

• Exceptional communication skills, capable of simplifying complex concepts for both technical and non-technical audiences.

• Experience managing programs that require substantial internal coordination across Product, Engineering, and go-to-market teams.

• Proficient in using program management software and AI tools to enhance efficiency and scalability in delivery.

• Background in legal technology, legal operations, or legal spend management is a plus.

• PMP, PgMP, PRINCE2, or similar certification is advantageous but not mandatory.

• Familiarity with e-billing, accounts payable, or procurement systems like Coupa or SAP Ariba, especially for financial services or regulated clients, is beneficial.

• Experience in a high-growth SaaS environment where processes are still being developed is favorable.

• Experience creating governance playbooks, delivery templates, or enablement resources utilized across a team is advantageous.

• U.S.-based work authorization is required; valid authorization in the country where the role is based is mandatory.

• Visa or work permit sponsorship is not available.

🏝️ Benefits

• Health Care Plan (Medical, Dental & Vision)

• Retirement Plan (401k, IRA)

• Paid Time Off (Vacation, Sick & Public Holidays)

• Family Leave (Maternity, Paternity)

• Training & Development

• Wellness Resources