Director Program Management

Key Responsibilities

• Provide strategic leadership for a team of client-facing Technical Project Managers and Functional Project Managers responsible for the successful delivery of enterprise technology solutions to customers.
• Own the end-to-end customer delivery lifecycle, ensuring all implementations are executed in accordance with established methodologies, governance standards, quality expectations, and customer commitments.
• Lead cross-functional delivery teams consisting of project managers, solution architects, technical consultants, software engineers, quality engineers, and implementation specialists to deliver complex software and technology solutions.
• Drive organizational transformation initiatives focused on delivery excellence, process optimization, operational efficiency, scalability, and customer satisfaction.
• Establish and maintain delivery governance frameworks, project management standards, reporting structures, and best practices to ensure consistent and repeatable execution across all client engagements.
• Partner closely with Sales, Program Management, Product, Engineering, and Customer Success leadership to align implementation strategies with customer objectives and business priorities.
• Oversee project portfolio financial performance, including revenue forecasting, budget management, resource utilization, backlog visibility, and profitability metrics.
• Support customer-facing contract negotiations, professional services scoping activities, implementation planning, and delivery risk assessments.
• Develop and execute workforce planning strategies, ensuring appropriate staffing models, resource allocation, capacity forecasting, and utilization management across delivery teams.
• Build, mentor, and develop high-performing delivery organizations through coaching, performance management, succession planning, and professional development initiatives.
• Establish key performance indicators and delivery metrics to measure project outcomes, team effectiveness, customer satisfaction, and operational performance.
• Drive continuous improvement initiatives that enhance implementation methodologies, delivery processes, customer experiences, and overall business outcomes.

Day to Day Responsibilities

• Provide leadership and oversight to technical and functional project management teams managing multiple concurrent customer implementations.
• Review project health, milestones, risks, budgets, resource allocation, and customer satisfaction metrics across the delivery portfolio.
• Collaborate with project managers and customer stakeholders to proactively identify and mitigate delivery risks, escalations, and resource constraints.
• Partner with Sales and Program Management teams during pre-sales activities, project planning sessions, and customer solution reviews.
• Guide implementation teams through complex software deployments, integrations, testing activities, production cutovers, and transition-to-support processes.
• Conduct resource planning and capacity management reviews to ensure delivery commitments can be met across all active projects.
• Monitor project financial performance, including budget adherence, revenue recognition milestones, backlog management, and forecast accuracy.
• Foster strong collaboration between delivery, product, engineering, support, and customer-facing teams to ensure successful project execution.
• Lead team meetings, performance reviews, coaching sessions, and professional development discussions with direct reports.
• Drive adoption of delivery methodologies, project management best practices, and organizational process improvement initiatives.
• Provide executive-level status reporting and portfolio updates to senior leadership and key customer stakeholders.

Preferred Experience and Attributes

• Bachelor's degree or equivalent combination of education and professional experience.
• 7\+ years of experience leading customer-facing technology delivery, implementation, or professional services organizations.
• 5\+ years of people leadership experience managing project managers, implementation consultants, or technology delivery teams.
• Proven experience leading technical and functional project management teams responsible for enterprise software implementations and client delivery.
• Strong understanding of software development lifecycles, implementation methodologies, systems integration, and enterprise technology deployments.
• Experience managing complex customer programs involving multiple stakeholders, competing priorities, and cross-functional delivery teams.
• Demonstrated success overseeing project portfolio financials, resource planning, capacity forecasting, and operational performance metrics.
• Extensive customer-facing experience with executive stakeholder management and escalation resolution.
• Strong leadership, coaching, mentoring, and organizational development capabilities.
• Experience establishing project management standards, governance frameworks, and delivery best practices.
• Background within payments, fintech, financial services, software, SaaS, or enterprise technology environments preferred.
• Excellent communication, presentation, negotiation, and relationship management skills.
• Ability to operate effectively in fast-paced, highly matrixed, customer-focused organizations.