Program Manager, Professional Services

Role Description

The Program Manager, Professional Services will support the execution of Optimal Blue’s Professional Services strategy and operating model. This role will coordinate intake for implementation projects, custom enhancements, add-ons, data projects, and other Professional Services requests; author Statements of Work and Business Requirements Documents; support capacity planning; help implement consistent delivery practices; and lead selected client engagements as needed.

• Coordinate intake for implementation projects, custom enhancements, add-ons, data projects, advisory services, and other Professional Services requests.
• Ensure requests include the information needed to evaluate scope, priority, timing, dependencies, and resource needs.
• Partner with the Professional Services leadership team to move approved work through intake and support timely project assignments, scheduling, and handoff to the delivery team.
• Maintain a consolidated view of active projects, upcoming work, resource needs, and available capacity.
• Work with Professional Services leaders to validate workload and identify potential constraints, conflicts, and skill gaps.
• Prepare capacity information to support leadership prioritization and staffing decisions.
• Author Professional Services Statements of Work and Business Requirements Documents, working with the appropriate business and technical subject-matter experts to define scope, requirements, deliverables, assumptions, responsibilities, timelines, dependencies, and acceptance criteria.
• Coordinate development, review, and approval with Client Enablement, Sales, Professional Services, Product, Engineering, Finance, Legal, Client Success, and other required stakeholders.
• Maintain SOW and BRD status, version control, open questions, approvals, and next steps, and ensure approved scope and requirements are transferred to the assigned delivery team.
• Support the Vice President of Professional Services and PS leadership team in defining practical, consistent Professional Services best practices.
• Administer the Professional Services practices framework, including maintaining approved templates, examples, process documentation, standards, and the central repository.
• Coordinate rollout, training, updates, and adoption support.
• Lead selected high-profile or cross-functional client engagements as assigned.
• Maintain project plans, milestones, risks, dependencies, decisions, and action items.
• Provide clear status reporting, escalate risks early, and support recovery planning for delayed or at-risk projects.

Qualifications

• 5 or more years of experience in implementation, Professional Services, program management, customer delivery, technical support, or a related function.
• Experience coordinating complex client-facing technology projects.
• Strong project management, organization, and documentation skills.
• Ability to translate business needs into clear requirements, scope, plans, and action items.
• Experience working across multiple departments and subject-matter experts.
• Strong written and verbal communication skills and the ability to manage multiple priorities through completion.
• Preferred: Experience in mortgage technology, fintech, financial services, SaaS, Statements of Work, capacity planning, Salesforce, or project management tools.

Requirements

• Program Execution: Turns direction into clear plans, ownership, and progress.
• Professional Services Knowledge: Understands implementation delivery, scope, timelines, dependencies, and client accountability.
• Collaboration: Coordinates effectively across teams and influences without formal authority.
• Communication: Creates clear documentation and communicates status, risks, and next steps directly.
• Execution: Demonstrates strong organization, follow-through, practical problem-solving, and early escalation.
• Culture & Brand: Maintains a client-first mindset and aligns with Optimal Blue’s standards for integrity, professionalism, and accountability.

Benefits

• Full time employees will also be eligible for enrollment in a wide range of choices of benefits, including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).
• The Company provides a minimum of 10 days of vacation for new employees, sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.