Senior Program Manager – Customer Implementations

About the job

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 • 10–15+ 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