Program Manager, Services

Lumin Digital

4d•$150,000 - $165,000

About The Position

Lumin Digital is seeking an experienced and proactive Program Manager to drive focused efforts to improve and scale our implementation processes across the Services organization through execution, coordination, and sustained follow-through. In this role, you will work across multiple teams to identify systemic issues, translate insights into concrete improvements, and ensure that changes are implemented, adopted, and reflected in active and future implementation projects based on lessons learned, client feedback, and program-level insights. This is a high-impact role that requires strong program management capabilities, the ability to coordinate across teams and stakeholders, and an understanding of client-facing software implementation in a fintech or SaaS environment. The ideal candidate thrives in a fast-paced, collaborative setting and is motivated by creating clarity, consistency, and scalable delivery practices that improve team efficiency and the client onboarding experience.

Requirements

Bachelorâs degree in Business, Information Systems, Computer Science, or a related field (or equivalent experience) required.
3 years of experience in project or program management, ideally in a SaaS, fintech, or enterprise software implementation context.
Proven success managing external client implementations with multiple stakeholders and tight timelines.
Hands-on experience supporting or coordinating enterprise application deployments and integrations in the financial services or digital banking space.
Proficient in project planning tools such as Gantt charts, Kanban boards, or similar (e.g., Jira, Trello, Smartsheet).
Comfortable working cross-functionally with product, engineering, customer success, and partner/vendor teams.
Experience managing third-party partner integrations, including timeline coordination and issue escalation.
Experience driving operational improvements across a delivery or services organization, including translating insights into implemented and adopted changes.
Strong organizational and time management skills with the ability to manage multiple concurrent projects.
Excellent written and verbal communication skills across technical and non-technical audiences.
Proactive, solutions-oriented mindset with the ability to identify risks early and drive mitigation plans.
Adept at facilitating cross-functional alignment and resolving communication breakdowns.
Customer-first attitude and a willingness to balance client expectations with internal delivery capacity.
Passion for process improvement, Agile collaboration, and scalable implementation frameworks.
Comfortable working with qualitative and quantitative inputs (e.g., retrospectives, client surveys, delivery metrics) to inform improvement efforts.
Ability to drive accountability and follow-through across teams without direct authority.

Nice To Haves

Project Management certification (e.g., PMP, PMI-ACP, CSM, SAFe) is preferred but not required.

Responsibilities

Drive and coordinate implementation process improvements across the Services organization, ensuring changes are executed, adopted, and reflected in active and future delivery efforts.
Work across Lumin departments and partners to identify systemic issues and recurring challenges impacting implementation delivery.
Track, manage, and drive follow-through on improvement initiatives identified through project retrospectives, client feedback, surveys, and internal reviews.
Apply approved process, tooling, and delivery improvements to in-flight projects to improve consistency, efficiency, and outcomes across the implementation portfolio.
Maintain and evolve standard implementation artifacts, including the project template, timelines, milestones, and dependencies, and socialize updates to delivery teams and stakeholders.
Support coordination of cross-functional activities related to implementations, including integration readiness, deployment sequencing, and dependency management, without owning day-to-day project delivery.
Provide regular updates and visibility to Services leadership and delivery teams on improvement initiatives, systemic issues, and progress against follow-up items.
Own the socialization of client implementation survey results and portfolio-level insights with internal stakeholders, ensuring learnings are clearly communicated and understood.
Document, track, and drive follow-up on Services- and implementation-related improvement opportunities, ensuring accountability and sustained adoption.
Identify patterns and trends across the Lumin implementation portfolios and broader Services delivery efforts, and partner with cross-functional teams to drive corrective actions.
Serve as a point of escalation for the Services department process- and delivery-related issues requiring cross-team coordination, ensuring they are surfaced, documented, and routed to the appropriate owners for resolution.
Support ad hoc project requests as needed.