Senior Program Manager, Customer Experience

Role Description

We are seeking a highly structured, strategic, and technically adept Senior Program Manager, Customer Experience to serve as the programmatic anchor for our largest, most complex enterprise customer rollouts. This is not a passive status-tracking role—you will act as the vital integration layer between our premium enterprise customers, partners, and internal engineering, product, and solutions teams.

Your core mission will be to convert complex, multi-phase deployment strategies into predictable, tightly orchestrated execution plans, ensuring seamless go-lives and long-term customer success.

What You’ll Do

• Program Architecture & Lifecycle Management:
  • Define, sequence, and drive end-to-end program structures for high-value enterprise clients.
  • Track complex multi-phase rollouts from initial scoping through discovery, sandbox testing, token migrations, and live volume ramp-up.
• Dual-Facing Orchestration:
  • Synchronize internal workstreams (Product, Core Engineering, Connectivity/Integrations, Support) with client-side workstreams (Treasury, Merchant Engineering, Fraud/Risk) and external third-party vendors (PSPs, Acquirers, Token Service Providers).
• Token & Data Migration Governance:
  • Provide rigorous governance around data and card-token migration sub-projects.
  • Ensure strict adherence to PCI-DSS compliance frameworks, secure data hygiene practices, and coordinated system cutovers.
• Risk Mitigation & RAID Management:
  • Proactively identify architectural, resource, or timeline dependencies.
  • Maintain an aggressive RAID (Risks, Assumptions, Issues, Dependencies) log to mitigate blockers before they impact go-live dates.
• Executive Communication & Cadence:
  • Establish and lead an enterprise-grade operating cadence.
  • Synthesize deep technical complexities into crisp, actionable status reports tailored for both engineering teams and C-suite stakeholders.
• Process Institutionalization:
  • Evaluate post-deployment outcomes to continually refine IXOPAY’s deployment playbooks, standardization toolkits, and client onboarding frameworks.
  • Accelerate time-to-value for future implementations.

Qualifications

• 7+ years of experience leading large-scale, cross-functional technical programs or complex client-facing enterprise software delivery.
• Deep domain expertise in credit card processing, alternative payment methods (APMs), core merchant acquiring, PCI compliance, tokenization, and 3D Secure (3DS).
• Extensive background managing high-touch relationships with global enterprise clients, navigating varying technical maturities, competing roadmaps, and matrixed organizations.
• Strong familiarity with modern software architectures (APIs, webhooks, cloud environments, routing/rules engines) and the ability to communicate effortlessly with Lead Engineers and Enterprise Architects.
• Native mastery of modern project management methodologies and tools (e.g., Jira, Confluence, Asana, SmartSheet).
• Exceptional ability to influence without authority, establish structural control in ambiguous situations, and communicate with clarity and brevity to drive rapid decision-making.

Benefits

• Competitive salary and benefits
• Opportunities for growth and development
• A collaborative and supportive team environment
• Medical, Dental & Vision Insurance
• Flexible Spending Account (FSA) & Health Savings Account (HSA)
• Employer-paid Life, AD&D, STD & LTD Insurance
• Unlimited PTO & Paid Holidays
• 401(k) Plan with Employer Match

Company Description

IXOPAY is the enterprise-grade global payment infrastructure platform built for the era of agentic commerce, equipping merchants and businesses with AI-driven intelligence, orchestration, advanced tokenization, and the tools to power every step of their payments journey.

We believe our people are our most valuable asset and that our culture is defined by our core values that align the organization with our mission and strategy.