Program Manager (Client Delivery & Operations)

Job Description

Job Description

The Program Manager is responsible for owning the end-to-end delivery and operational success of assigned client programs. This role combines Project Management Office (PMO) discipline with account ownership, serving as the primary point of contact for clients while ensuring projects and services are delivered on time, within scope, and aligned to customer expectations.

The Program Manager partners cross-functionally with Sales, Delivery, and Technical teams to manage client engagements, monitor performance, and drive continuous improvement across the customer lifecycle. This role is ideal for professionals with early experience in project management or account management looking to expand into broader program ownership.

This role emphasizes both delivery execution and strong client relationship management, ensuring a seamless experience from onboarding through ongoing operations. 

Key Responsibilities

Program & Delivery Management (PMO)

• Manage end-to-end delivery of client programs, including planning, execution, monitoring, and reporting. 
• Maintain program plans, schedules, resource allocation, and communication frameworks.
• Monitor progress against scope, timeline, budget, and quality, and take corrective actions as needed.
• Ensure project artifacts, documentation, and governance standards are followed. 
• Track and report on program performance, risks, dependencies, and overall health to stakeholders.

Client Ownership & Account Management

• Serve as the primary point of contact for assigned clients, building trusted relationships. 
• Understand client business goals and translate them into delivery priorities and execution plans. 
• Manage client expectations throughout the lifecycle, addressing risks or issues proactively.
• Provide regular updates on service performance, program status, and outcomes. 
• Identify opportunities for service improvement, expansion, or additional value delivery. 

Operational Excellence & Coordination

• Coordinate cross-functional teams (engineering, service desk, sales) to ensure seamless delivery. 
• Align internal teams to customer requirements, service levels, and delivery commitments.
• Monitor resource utilization and identify potential delivery gaps or constraints. 
• Support change management processes, including scope changes and client approvals. 

Continuous Improvement & Insights

• Gather customer feedback and translate insights into improvements across services and delivery processes. 
• Optimize workflows, documentation, and delivery playbooks to improve efficiency and consistency.
• Contribute to standardization of PMO and service delivery practices. 

Required Qualifications

• 2–3 years of experience in Project Management, Program Coordination, Account Management, or Customer Success roles
• Basic understanding of project management fundamentals (planning, scheduling, risk, scope, reporting)
• Strong communication skills with the ability to interact with internal teams and client stakeholders
• Ability to manage multiple priorities in a fast-paced environment
• Strong organizational skills with attention to detail
• Demonstrated problem-solving ability and customer-first mindset

Preferred Qualifications

• Experience in a PMO, Managed Services, or technology services environment
• Exposure to client-facing roles such as account management, customer success, or technical account management
• Familiarity with project management tools, CRM systems, or service delivery platforms
• Project management certification (CAPM or equivalent) is a plus
• Experience coordinating cross-functional teams or working in delivery environments

AI-Enabled Expectations

• Use project and operational data to proactively identify risks, trends, and improvement opportunities
• Leverage collaboration and automation tools to streamline reporting, documentation, and communication
• Apply structured thinking and data-driven insights to improve delivery outcomes and client experience