Business Program Manager

Ascensus•Lake Mary, PA

About The Position

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow. The role involves owning end-to-end onboarding programs from planning through execution and continuous improvement. This includes defining program goals, success metrics, milestones, and governance models, as well as developing scalable onboarding frameworks, processes, and playbooks. The position requires partnering with various teams such as Product, Relationship Management, Software Development, Sales, Service, Implementation, Commercial Software Support, and Training to ensure onboarding readiness. The individual will serve as an internal SME for post-implementation issue resolution and coordinate multiple workstreams and dependencies across organizations, driving stakeholder alignment and executive communications. Additionally, the role focuses on process improvement by analyzing onboarding workflows, identifying automation and efficiency opportunities, creating standardized operating procedures, templates, and best practices, and leading change management initiatives. Metrics and reporting are crucial, involving the development and monitoring of key performance indicators (KPIs) like Time-to-productivity, Software adoption rates, Onboarding completion rates, Customer Satisfaction (CSAT), Retention metrics, and SLA compliance, with regular presentations of insights and recommendations to business leaders. The role also emphasizes the protection, security, and proper handling of all confidential data held by Ascensus. The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in daily actions, supporting the organizational culture. Supervision is listed as N/A.

Requirements

Bachelor's degree in Business, Information Systems, Communications, or related field.
5+ years of experience in Program Management, Customer Success, Operations, Software Implementation, or Enablement.
Experience managing cross-functional business initiatives.
Strong project management, communication, and stakeholder management skills.
Experience with SaaS products and software deployment processes.

Nice To Haves

PMP, Agile, Scrum, or certification.
Experience with CRM, Chorus or onboarding platforms.
Data analysis and dashboard development experience.

Responsibilities

Own end-to-end onboarding programs from planning through execution and continuous improvement.
Define program goals, success metrics, milestones, and governance models.
Develop scalable onboarding frameworks, processes, and playbooks.
Partner with Product, Relationship Management, Software Development, Sales, Service, Implementation, Commercial Software Support, and Training teams to ensure onboarding readiness.
Serve as an internal SME for post-implementation issue resolution.
Coordinate multiple workstreams and dependencies across organizations.
Drive stakeholder alignment and executive communications.
Analyze onboarding workflows and identify opportunities for automation and efficiency improvements.
Create standardized operating procedures, templates, and best practices.
Lead change management initiatives supporting new tools and business processes.
Develop and monitor key performance indicators (KPIs) including: Time-to-productivity, Software adoption rates, Onboarding completion rates, Customer satisfaction (CSAT), Retention metrics, SLA compliance.
Present insights and recommendations to business leaders.
Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.