Program Director - Quality & Customer Success
About The Position
The Program Director oversees quality assurance and customer success, reporting directly to the Executive Vice President of the Intelligence Portfolio. The role removes delivery impediments, strengthens collaboration across teams, ensures compliance with contract requirements, and advocates for successful customer outcomes. The Program Director monitors project progress, coordinates dependencies, tracks high-integrity commitments, provides stakeholders with visibility into delivery status, and oversees compliant program deliverables. The position also supports customer meetings and escalations, reports problem-resolution progress to senior management, and fosters trust, accountability, and team-driven decision-making.
Requirements
- Active TS//SCI clearance with the ability to obtain a CI polygraph.
- Bachelor’s degree in a relevant field.
- 10+ years of quality assurance experience, including at least 5 years in a leadership role.
- Proven success implementing and managing quality assurance processes and practices.
- Strong understanding of software development methodologies and quality assurance principles.
- Ability to identify and resolve delivery impediments, manage dependencies across teams, and escalate critical issues.
- Experience overseeing program deliverables for compliance with contract requirements, timelines, and quality standards.
- Ability to track commitments and communicate project status, delivery targets, risks, and resolution progress to stakeholders and senior leadership.
- Excellent communication, interpersonal, and collaboration skills, including supporting customer meetings and managing escalations.
- Strategic thinking and ability to identify and prioritize improvements in a fast-paced, dynamic environment.
- Ability to build trust, encourage team-driven decisions, and promote accountability across cross-functional teams.
Responsibilities
- Monitor project progress to identify impediments early, work to resolve them, and escalate issues when necessary.
- Manage and track dependencies across cross-functional teams or squads to support collaboration and timely delivery.
- Oversee and track high-integrity commitments to ensure they are met according to established timelines and standards.
- Provide stakeholders with clear visibility into project status, delivery targets, commitments, and progress.
- Define, implement, and administer program deliverables to ensure compliance with contract requirements.
- Report progress on problem resolution to senior management, including critical issues and roadblocks.
- Promote team-driven decision-making and commitment, build trust among team members, and facilitate team-building events.
- Support customer meeting preparation and delivery, and assist with escalations.
- Perform other duties assigned by senior leadership in support of organizational objectives.
Benefits
- Health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off and holidays
- Parental leave and dependent care
- Flexible work arrangements
- Professional development opportunities
- Employee assistance and wellness programs
- Performance-based bonuses
- Company-paid training and/or certifications
- Referral bonuses
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What This Job Offers
Job Type
Full-time
Career Level
Director
