Senior Manager, CRM Program Management and Governance

Role Description

The Senior Manager, Program Management and Governance is responsible for driving the strategic planning, execution, and governance of our global CRM orgs. This role connects enterprise strategy to execution, coordinating cross-functional and TDS delivery teams, establishing strong governance and decision rights, and ensuring initiatives deliver measurable business value and sustained adoption.

Key Responsibilities:

• Strategy, Roadmap & Portfolio Governance:
  • Own the overarching Revenue Technology strategic roadmap across CRM, including multi-org governance and innovation alignment.
  • Align the portfolio with emerging innovation and next-gen capability.
  • Lead program governance across the global CRM implementation.
  • Establish governance frameworks, standards, and decision rights.
  • Oversee the program roadmap, business readiness, risk management, and milestone tracking end to end.
  • Drive a consistent operating cadence across AMER and International workstreams.
• Decision Forums & Executive Governance:
  • Lead key decision forums and steering committees.
  • Manage cross-functional stakeholder alignment and executive reporting.
  • Own and lead the CRM Technology governance model.
  • Steward the team’s ownership mandate.
• Vendor, Contract & License Governance:
  • Own vendor relationships, contract governance, and license management across CRM platforms.
  • Partner with Procurement and Finance on vendor strategy, contracting, renewals, and budget controls.
  • Identify opportunities for license optimization and vendor risk mitigation.
• Demand Intake & Portfolio Governance:
  • Own the single-backlog intake framework, triaging demand across regions and business units.
  • Maintain integrated roadmaps guiding CRM initiatives from concept through delivery.
  • Identify cross-program dependencies and organizational-readiness factors.
  • Ensure commitments are made with discipline and governance.
• Program Execution & Delivery Management:
  • Drive execution across multiple concurrent initiatives.
  • Manage program plans, milestones, risks, and resources.
  • Establish and run the operating cadence.
  • Plan and facilitate in-person requirement workshops and program forums.
  • Coordinate how new business is onboarded into the product model.
  • Coordinate change management and business-readiness activities.
• Data, Metrics & Outcome Optimization:
  • Monitor success metrics and track progress using objective data.
  • Ensure initiatives deliver measurable and sustained business value.
• Stakeholder Communication & Executive Storytelling:
  • Serve as the integrator between business leaders and delivery teams.
  • Translate complex initiatives into clear narratives for executive audiences.
  • Influence executive decisions through fact-based insights.

Qualifications

• Bachelor’s degree in Business, Engineering, Information Systems, or related field (or equivalent professional experience).
• 7+ years of experience in program management, transformation delivery, consulting, operations, or technology-focused roles within large, global organizations.
• Proven experience leading multi-workstream initiatives with complex dependencies.
• Demonstrated experience establishing and owning governance.
• Demonstrated ability to operate effectively and influence without authority.
• Willingness and ability to travel up to 30% of the time.

Requirements

• Experience supporting CRM or commercial technology platforms.
• Experience coordinating delivery with internal IT/shared-services and third-party vendors.
• Experience owning vendor governance, licensing, and budget defense.
• Comfort working across hybrid delivery models (agile, waterfall, or mixed).
• Strong analytical skills with the ability to translate data into actionable decisions.
• Ability to simplify complexity and communicate clearly.

Benefits

• Annual Bonus
• Potential Discretionary LTI Bonus
• Medical coverage
• Health Savings Accounts
• Flexible Spending Accounts
• Dental coverage
• Vision coverage
• Hospital Care Insurance
• Critical Illness Insurance
• Accidental Injury Insurance
• Life and AD&D insurance
• Short-term disability coverage
• Long-term disability insurance
• Long-term care with life insurance
• Paid time off (PTO), including all required State leaves
• Educational assistance/tuition reimbursement
• Adoption assistance
• Employee Assistance Program (EAP)
• Paid Parental Leave
• Support for fertility, birthing, postpartum, and age-related hormonal changes