Senior Program Manager

Project Description:

The Sr. Program Manager is ultimately responsible for maintaining positive customer relationships. You will manage projects and pilots with our European customers, such as system implementations, and provide end-to-end program management throughout the lifecycle of the program. You will need to maintain a detailed understanding of products and services to support customers with questions and suggest the best solutions for their needs

Responsibilities:

1. Customer Onboarding & Implementation

- Own and manage all aspects of client onboarding and implementation.

- Develop and maintain a detailed implementation schedule aligned with client requirements and internal milestones.

- Utilize the implementation playbook to guide the process for new customer deployments.

- Train clients on project's software and ensure seamless knowledge transfer.

2. Issue Resolution & Escalations

- Act as the frontline for operational issues, working closely with the business strategy lead, operations team, and project engineer.

- Proactively identify and resolve bottlenecks in customer workflows.

- Coordinate resolution of complex issues with Engineering.

- Track and manage escalations, ensuring timely resolution.

3. Monitoring & Performance Tracking

- Track key customer metrics (uptime, adoption, engagement, etc.).

- Ensure SLAs and contractual obligations are consistently met.

- Regularly report on project milestones and deliverables.

- Collaborate with subcontractors and violation processors supporting each program.

4. Proactive Account Management

- Establish regular check-ins with clients to preempt potential issues.

- Serve as the primary point of contact for customers.

- Align internal teams to customer needs and act as the client advocate.

- Provide structured feedback to internal teams based on customer insights.

5. Process Improvement & Feedback Loop

- Work closely with operations and assigned project engineers to refine workflows.

- Identify process improvements based on customer insights and performance trends.

- Collaborate with Product and Engineering teams to advocate for product enhancements.

- Establish, implement, and maintain an effective Project Plan to ensure all deliverables are met.

Mandatory Skills Description:

- 5+ years of Program or Project Management / Engagement Management consulting experience managing enterprise level projects across multiple operating teams

- 3+ years experience working in Professional Services or Consulting Firm - - Environment managing operating projects consisting of 5 to 12 people totaling over $2M budget

- Bachelor Degree (preferably in business) or equivalent experience

- Ability to travel and work during non-traditional working hours to accommodate a global operating team

What do we offer our employees?

💰Copyrights which means higher net salary for Developers

🏠 Fully remote work from the territory of Poland (but you can use our offices if you want)

🏠 Fully remote recruitment process

👩‍⚕️ LuxMed health & dental care

🏦 Life insurance, travel insurance

🏋🏽‍♀️ MyBenefit program (sports card, well-being program etc.)

🖋 Stable employment based on an employment contract

🎓 LuxTalent platform (webinars, training, courses with certificates)

🌎 Internal Mobility program - possibility of rotation between projects, locations, accounts

...and even more!