Program Manager

Role Description

The Program Manager owns the design, execution, and continuous improvement of strategic customer programs at Elovate. This role requires a strong program management mindset — driving structure, alignment, and delivery — while also serving as a trusted partner to our municipal and agency customers. You'll ensure programs are delivered on time, meet defined outcomes, and create measurable value for both customers and the business.

Responsibilities

• Program Planning & Delivery
  • Lead the planning and execution of customer programs, ensuring milestones, deliverables, and outcomes are consistently met.
  • Translate customer objectives into structured program roadmaps with clear success criteria, timelines, and ownership.
  • Manage program governance including progress tracking, status reporting, risk management, and escalation handling.
  • Coordinate program kickoffs, milestone reviews, and closeout activities.
  • Maintain thorough program documentation — plans, RAID logs, decision records.
• Customer Relationship Management
  • Serve as the primary point of contact for assigned customers, building strong, trust-based relationships.
  • Ensure ongoing alignment between customer goals and Elovate's solutions and service delivery.
  • Provide customers with regular program reviews, data-driven performance insights, and strategic recommendations.
  • Proactively identify and address customer concerns before they become escalations.
  • Partner with customers on program expansions, renewals, and long-term roadmap planning.
• Cross-Functional Collaboration
  • Facilitate collaboration across Product, Operations, Field Service, and leadership to drive successful program delivery.
  • Coordinate internal resources and manage competing priorities to meet customer commitments.
  • Champion the customer voice internally to influence product improvements and service enhancements.
  • Partner with Sales and Customer Success leadership on account strategy and growth opportunities.
• Performance & Continuous Improvement
  • Define program success metrics and KPIs; track and report on outcomes against targets.
  • Proactively identify opportunities to improve processes and strengthen customer partnerships.
  • Conduct post-program reviews to capture lessons learned.
  • Contribute to scalable program management frameworks, templates, and best practices.
  • Analyze program data to surface trends, risks, and opportunities for operational improvement.
• Stakeholder Communication & Reporting
  • Develop and deliver clear, concise program status updates tailored to both operational and executive audiences.
  • Maintain a regular cadence of customer and internal communications.
  • Prepare program reviews, executive briefings, and customer-facing reports that demonstrate program value and impact.

Qualifications

• 5+ years of experience in program or project management, customer success, consulting, or related roles.
• Demonstrated ability to lead complex, multi-stakeholder initiatives from concept through completion.
• Strong organizational skills with the ability to manage multiple programs simultaneously.
• Excellent communication and facilitation skills with experience engaging senior stakeholders.
• Proven track record of building and maintaining strong customer relationships.
• Analytical mindset with the ability to define metrics, measure progress, and report outcomes.

Requirements

• PMP, PgMP, or equivalent project/program management certification.
• Experience working with municipal or government agency customers.
• Background in automated traffic enforcement, public safety technology, or SaaS/hardware service delivery.
• Familiarity with program management tools such as Smartsheet, Asana, or Monday.com.
• Experience with contract management and SLA oversight.

Benefits

• Elovate encourages Program Managers to leverage AI tools to work more efficiently, communicate more effectively, and deliver greater value to customers.
• Use AI-assisted tools to streamline program documentation — status reports, RAID logs, executive summaries, and customer-facing communications.
• Leverage AI analytics to monitor program health, identify schedule risks early, and surface data-driven insights for customer reviews.
• Apply AI tools to synthesize customer feedback, meeting notes, and program data into actionable recommendations and lessons learned.
• Stay current on AI tools relevant to program management and customer success, bringing relevant capabilities to your workflows.
• Apply sound judgment when using AI-generated outputs — validating all customer-facing content before delivery.