Senior Program Manager - Service Delivery

Leap LLC

6h • Remote

About The Position

At Leap, we are on a mission to transform the home improvement industry by building technology that helps contractors work smarter, scale faster, and deliver better experiences to their customers. The company has been recognized on the Inc. 5000 and Inc. Regionals lists for over 5 consecutive years, reflecting sustained growth driven by innovation, strong execution, and an incredible team. Leap fosters a transparent, supportive culture with approachable leadership, actively listening to employees and acting on feedback. The company believes in supporting employees holistically, offering comprehensive benefits and wellness resources.

This role seeks a seasoned Sr. Program Manager with deep expertise in service delivery and project management within a SaaS environment. The position is responsible for leading a team of customer-facing implementation & product specialists, ensuring consistent delivery of high-quality services across multiple concurrent projects. The ideal candidate will provide strategic oversight, operational excellence, and demonstrate a passion for customer success.

Requirements

• 5+ years of experience in program or project management within a SaaS or technology services company.
• Proventrack recordof leading service delivery teams and managing multiple concurrent customer-facing projects.
• Strong understanding of SaaS delivery models, customer onboarding, andimplementationlifecycle.
• Experience with project management tools (e.g., Smartsheet, Asana, Jira, Monday.com).
• Excellent communication, leadership, and stakeholder management skills.
• Bachelor's degree in Business, Technology, or related field.
• Leadership & Influence– Ability to inspire and guide teams, drive alignment, and influence cross-functional stakeholders.
• Emotional Intelligence– Strong self-awareness, empathy, and interpersonal skills to navigate complex team dynamics and customer relationships.
• Problem Solving & Critical Thinking– Skilled atidentifyingroot causes, evaluating options, and implementing effective solutions under pressure.
• Communication Excellence– Clear, concise, and confident communicator across all levels of the organization and with external clients.
• Adaptability & Resilience– Comfortable with ambiguity and change; able to pivot strategies andmaintaincomposure in fast-paced environments.
• Collaboration & Teamwork– Works effectively across departments and geographies, fostering trust and cooperation.
• Customer-Centric Mindset– Deep commitment to understanding customer needs and delivering value through every interaction.

Nice To Haves

• PMP, PMI-ACP, or similar certification preferred.
• Master's preferred.

Responsibilities

• Develop and own the end-to-end delivery of complex service engagements across multiple customers and verticals.
• Manage a framework for scoping and tracking concurrent projects across multiple customers and specialists.
• Ensure projects are delivered on time, within scope, and aligned with customer expectations and business goals.
• Collaborate with cross-functional leaders to ensure there is clarity and inclusion around the organization of our service delivery work.
• Engage with enterprise level customers for strategicalignmentas needed.
• Manage a team of implementation and product specialists focused on customerimplementationsand service delivery.
• Hold regular team meetings focusing on performance andtrainings.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Developnewand refineexistingdelivery methodologies, tools, and best practices to drive efficiency and scalability within service delivery.
• Monitor KPIs and delivery metrics to assess performance andidentifyareas for improvement.
• Act as a strategic partner to internal teams (Sales, Customer Success, Onboarding, Product, Support) and external stakeholders.
• Engage with customers as needed to ensure a positive experience and outcome during the service delivery.
• Provide senior-level reporting and insights on overall program health, specific project risks, and service delivery performance.
• Proactivelyidentifydelivery risks and implement mitigation strategies.
• Serve as an escalation point for critical project issues.

Benefits

• Affordable Health & Wellness Coverage– comprehensive and competitive benefits package, starting the first of the month following your hire date.
• Invest in Your Future– 401(k) company match to help you build financial security.
• Time to Recharge– We believe time to rest and recharge matters. Leap offers a Flexible Time Off (FTO) policy, 10 paid sick days, and 8 paid company holidays.
• Comprehensive Employee Assistance Program (EAP)– resources to support your mental health, financial well-being, and everyday challenges.
• Exclusive Discounts withLifeMart(via ADP)– save on groceries, restaurants, entertainment, pet insurance, cell phones,child care, and more!
• MoveSpringWellness App– stay active and engaged with company step challenges, workout content, meditation tools, and wellness blogs for a healthier you!
• Culture & Team-Building Activities– we love to connect, celebrate, and grow together through team events, fun challenges, and company traditions like our Annual Summit!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 1-10 employees