Director, Program Management

The Global Director of Program Management is a leadership role responsible for overseeing and driving the successful delivery of both strategic programs and enterprise projects. The Global Director will lead a team of Program and Project Managers, ensuring consistency, transparency, and efficiency across all customer engagements and internal strategic initiatives. This role works closely with the Customer Success Directors, and other leadership, to establish best practices and a top-tier engagement model. The Director champions a customer-first culture and collaborates with various departments to streamline onboarding and custom request processes. Essential Function & Responsibilities: Leadership & Team Management: Lead and manage a team of Program and Project Managers, fostering a culture of high performance and customer-centricity. Coach and mentor team members to build trusted advisor relationships with clients and internal stakeholders, aiming to increase customer satisfaction and revenue. Promote the growth and value of the program management function within the organization, advocating for continuous improvement and innovation. Program and Project Delivery: Oversee the delivery of enterprise customer onboarding, strategic programs, and internal projects, ensuring they are completed on time, within scope, and within budget. Develop and implement standardized project management methodologies tailored to various client segments, ensuring successful delivery and client satisfaction. Establish project scope, goals, and deliverables in collaboration with senior management and stakeholders, ensuring alignment with business objectives. Cross-Functional Collaboration: Act as a liaison between customers, engineering, product, and operational departments to facilitate smooth project and program execution. Collaborate with Customer Success Directors and other department leaders to define roles, responsibilities, and best practices for cross-functional teams. Partner with Operations, Engineering, and Product leadership to streamline onboarding and custom request processes. Process Improvement & Strategic Planning: Design and implement new processes to enhance productivity, both customer-facing and internal. Continuously evaluate and improve program and project management standards, processes, and procedures across all products and customer segments. Conduct project and program post-mortems to identify areas for improvement and implement process improvements. Risk Management & Reporting: Manage project and program risks and issues, developing contingency plans as needed. Ensure that project milestones and objectives are met and provide regular status reports to senior management and stakeholders. Develop and manage teams and projects to strategic KPIs, ensuring they are consistently published, communicated, and improved upon.