Program Manager - Customer Delivery

Role: Program Manager - Customer Delivery

Program Manager responsible for delivering customer projects end-to-end, keeping teams aligned, and improving the execution systems used to plan and deliver work.

Responsibilities

• Own the full delivery lifecycle from signed SOW through kickoff, execution, and closeout (charter, success metrics, milestones, operating cadence).
• Manage customer relationships day-to-day: stakeholder mapping, executive updates, expectation setting, escalation management, and maintaining trust through ambiguity or change.
• Build and run the project management system including:
  • integrated project plan
  • RAID log (risks, assumptions, issues, dependencies)
  • decision log
  • change control process
• Manage scope, budget, and delivery performance: forecasting, cost management, burn tracking, change orders, and tradeoff decisions.
• Run high-quality customer and internal meetings (agendas, facilitation, notes, action items, follow-ups) and ensure decisions are captured and executed.
• Coach and enable the delivery team by clarifying roles, removing blockers, improving execution habits, and raising planning/communication quality.
• Monitor engagement health and delivery quality by tracking progress, surfacing early warning signals, and driving corrective actions.

Requirements

• 5+ years of program/project management experience delivering multi-workstream initiatives with measurable outcomes.
• 5+ years customer-facing engagement experience with external stakeholders, including executive communication and expectation management.
• Experience owning delivery from contract/SOW through kickoff, execution, and closeout.
• Strong fundamentals in project planning, risk management, change control, and budget/cost management.
• Ability to run effective meetings and operating cadences (weekly status, steering committees, working sessions) that drive decisions.
• Excellent written communication (status updates, meeting notes, action plans, and documentation of decisions/risks).
• Demonstrated experience using AI and automation tools to improve efficiency (summarization, draft generation, reporting, workflow automation) while maintaining accuracy/quality.
• Comfortable working in ambiguity and building lightweight but effective processes.

Preferred Qualifications

• PMP certification (preferred, not required).
• Experience in professional services, consulting, or agency delivery environments.
• Familiarity with documentation/knowledge management or docs-as-code workflows.
• Experience supporting technical stakeholders (engineering/product) and translating complex work into clear delivery plans.