Consulting Program Manager

OVERVIEW

Andrew Reise Consulting is a leading customer experience consulting firm helping Fortune 500 clients design and realize measurable business value through CX strategy, contact center optimization, and technology deployment. We are looking for a Senior Program Manager to lead high-touch, outcome-focused delivery engagements for our most complex enterprise accounts.

In this role, you are the operational hub for multi-workstream enterprise engagements. You own contractual delivery, manage escalations, drive cross-functional coordination, and serve as the primary operational contact for strategic clients across financial services, healthcare, and telecom. You work alongside Engagement Directors, Customer Success Managers, and Account Executives and you are accountable for making the program run.

The right candidate is a self-directed operator who thrives in complex, matrixed environments, keeps projects moving without waiting to be told what to do next, and builds trust with senior client stakeholders through clarity, follow-through, and proactive communication.

Key Responsibilities

Operational Leadership & Program Execution

• Own end-to-end execution of all contractual delivery activities within the program scope

• Drive progress across all parallel project workstreams; implementation, onboarding, adoption, and support

• Manage all assigned project resources and ensure cross-team alignment across delivery, support, and product functions

• Serve as the primary operational point of contact for client questions, special requests, and escalations

• Proactively communicate account-specific status, risks, and decisions to client and internal stakeholders

Escalation & Risk Management

• Serve as the first escalation point for client concerns, critical support issues, and delivery risks

• Oversee escalation resolution in coordination with the account managers

• Identify and surface risks early before they become client-visible problems

• Develop mitigation plans and drive resolution with a bias toward action

Stakeholder Communication & Governance

• Manage all internal and external meeting coordination, agendas, and follow-through across the program cadence (weekly touchpoints, service reviews, business reviews)

• Produce clear, concise status reporting tailored to operational and executive audiences

• Partner with internal leadership/stakeholders to ensure client and internal teams are aligned on priorities, milestones, and value realization

• Articulate findings, risks, and recommendations to executive stakeholders with confidence and credibility

Value Realization & Client Success

• Keep delivery anchored to client outcomes by connecting program execution to the client's defined KPIs and success metrics

• Monitor performance across workstreams and flag deviations from plan before they impact value realization timelines

• Collaborate with leadership/stakeholders to translate delivery status into client-facing value narrative

• Support business development and expansion by identifying opportunities to deepen the client partnership

Qualifications

Required

•7+ years of program or project management experience in a consulting, SaaS delivery, or professional services environment

• Demonstrated experience managing multi-workstream programs with enterprise clients; implementation, onboarding, or ongoing managed service delivery

• Proven track record of operating as a self-directed lead: setting your own agenda, identifying what needs to happen, and driving it without waiting for direction

• Strong executive communication skills; written, verbal, and in real-time high-stakes settings

• Ability to manage multiple client accounts, projects, and stakeholder relationships simultaneously without losing detail or urgency

• Proficiency with MS Office and project tracking/reporting tools

Strongly Preferred

• Experience with contact center platforms and products (WFM, QA, Analytics, or Engagement Management); deep platform knowledge is a meaningful differentiator in this role

• Background in contact center technology delivery or contact center operations

• Experience delivering within a structured customer success or premium managed service engagement model

• Familiarity with enterprise-scale accounts in financial services, healthcare, telecom, or insurance

What We're Looking For

This is not a role for someone who executes tasks handed to them. The Senior PM is expected to own the program, to see around corners, manage ambiguity, and hold complex engagements together across matrixed internal teams and senior client stakeholders. The candidates who succeed in this role share a few things in common:

• They listen first. Before recommending solutions, they understand the full situation, the client's context, constraints, and what matters most to them.

• They create structure in ambiguous environments without being rigid about methodology.

• They are client-obsessed in the right way: they build trust through follow-through and honesty, not by telling clients what they want to hear.

• They keep the focus on outcomes.

• They are humble enough to collaborate across a complex team, but confident enough to escalate, push back, and make calls.

About Andrew Reise Consulting

Andrew Reise Consulting is a leading provider of customer experience solutions. We help Fortune 500 clients align their service delivery with the wants, needs, and expectations of their customers through CX strategy, contact center optimization, and hands-on delivery. We work across all industries and our consultants are client-facing from day one.

This is a full-time salaried W2 position with a remote-first, collaborative team. We offer a very competitive benefits package, a culture of genuine client obsession, and flexibility where your work has direct impact.

Andrew Reise is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals.