PROGRAM MANAGER

Loftware • Portsmouth, NH

81d

About The Position

The Program Manager will play a critical role in establishing and maturing the PMO function within Professional Services and Customer Success. This individual will create and implement standard operating procedures (SOPs), develop training materials, and set up governance and control mechanisms to ensure successful project delivery. The Program Manager will mentor and guide project managers, lead by example, and ensure alignment with organizational objectives. In addition to PMO development, this role may directly manage some customer implementation projects, leveraging advanced project management methodologies and internal tools to deliver on-time, within scope, and on budget - consistently meeting customer expectations and contractual obligations.

Requirements

• Bachelor's degree in Business, Information Systems, or a related field (or equivalent experience).
• 8+ years of experience in project/program management within Professional Services, Customer Success, or a PMO function.
• Proven track record of building PMO processes and establishing governance.
• Expertise in project management methodologies (Waterfall, Agile, or hybrid).
• Strong leadership and mentoring abilities with a focus on developing high-performing teams.
• Exceptional organizational, analytical, and communication skills.

Nice To Haves

• PMP, PgMP, or PMI-ACP, Scrum master certification strongly preferred.
• Experience with Salesforce.com and Financial Force (PSA), project portfolio management systems, Qlik and reporting dashboards.
• Familiarity with SaaS or technology implementation projects.
• Moderate competency with software programs to manage projects, including but not limited to Microsoft Office Word, Excel, PowerPoint, Visio, Microsoft Project, loop, jira, Technical Design Specifications, and Functional Specifications in Validated and non-Validated environments.

Responsibilities

• Design and implement standard operating procedures (SOPs) for the PMO.
• Develop training materials, onboarding plans, and playbooks to accelerate project manager ramp-up.
• Establish governance frameworks, reporting cadence, and performance metrics to track PMO health and project outcomes.
• Continuously assess and improve PMO processes for scalability, efficiency, TTV (Time to Value), and customer satisfaction.
• Serve as a mentor and coach to project managers, promoting best practices and professional development.
• Act as a role model, leading by example in communication, change management, risk management, and stakeholder engagement.
• Facilitate regular knowledge-sharing sessions to foster collaboration across the PMO team.
• Simultaneously manage a portfolio of customer implementation projects from initiation through successful delivery.
• Drive projects to meet scope, schedule, budget, and quality goals as defined in the Statement of Work (SOW).
• Coordinate cross-functional teams and internal resources, removing roadblocks and escalating risks as necessary.
• Ensure proper documentation, reporting, and communication throughout the project lifecycle.
• Provide remote and on-site leadership for project team by building and motivating team members to meet project goals, adhering to their responsibilities and project milestones.
• Define success criteria and disseminate them to involved team members throughout project life cycle.
• Assure that sound project management processes are established and maintained.

Benefits

• Comprehensive training to all employees.
• Emphasis on employee development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees