Program Manager, Strategic Customer Delivery

Role overview

Lead governance and customer engagement for complex enterprise software programmes spanning multiple sites, regions, and workstreams. The focus is portfolio oversight and programme outcomes rather than managing day-to-day project tasks. You’ll serve as the main programme contact for strategic customers, aligning executives and delivery teams and addressing risks and escalations.

Responsibilities

- Oversee governance for major customer programmes and strategic accounts. - Act as the customer-facing programme lead and primary escalation contact. - Build relationships with senior customer stakeholders and lead steering committees, governance boards, and milestone reviews. - Report programme status, manage risks and dependencies, and review portfolio health. - Align project managers, delivery teams, product groups, and customer stakeholders around shared goals. - Track commitments, budgets, timelines, and success measures; manage scope changes proactively. - Support handover of completed projects to customer success and operations teams. - Improve programme governance, reporting, and delivery practices over time.

Requirements

- At least 10 years of programme or project management experience in enterprise software delivery. - Experience managing complex programmes made up of multiple projects and stakeholder groups. - Experience engaging executive customer stakeholders, including C-suite leaders. - Strong portfolio governance, risk management, and reporting skills. - Experience leading global or multi-site technology implementations. - PMP certification. - Background in Professional Services, consulting, SaaS, or software organizations.

Nice to have

- Experience in laboratory informatics, diagnostics, healthcare technology, or regulated settings. - Familiarity with laboratory workflows, enterprise healthcare systems, or frameworks such as GDPR and HIPAA. - A master’s degree or equivalent advanced qualification.

Benefits and work setup

- Remote work is available, with first-day onboarding required at an office in Raleigh, Tucson, or Carmel. - Benefits may include health and wellness coverage, a 401(k) plan, stock incentives, paid time off, parental leave, and tuition assistance; eligibility varies by employment circumstances.