Software Program Manager

KION Group•Grand Rapids, MI

4d•$65,000 - $140,000

About The Position

The Software Program Manager leads the delivery, stabilization, enhancement, and lifecycle management of mission-critical warehouse software solutions for strategic customers. The role connects software development, project execution, customer operations, and service delivery teams to translate technical work into reliable operational outcomes. It combines senior technical leadership, program ownership, customer governance, cross-functional coordination, and accountability for software roadmaps, releases, enhancements, and production stabilization. The role leads customer software programs from planning through deployment, stabilization, enhancement, and lifecycle support, while coordinating multiple concurrent workstreams and releases. It supports customer-facing governance, roadmap planning, risk management, release decisions, and prioritization of software improvements, and coordinates transitions from project delivery into stable operational support and continual improvement. The position operates as a senior individual contributor with broad influence across technical, commercial, project, service, and customer organizations.

Responsibilities

Lead customer software programs from planning through deployment, stabilization, enhancement, and lifecycle support.
Create and maintain integrated software delivery roadmaps, milestone plans, release schedules, dependency maps, stabilization plans, and decision logs.
Coordinate software development, configuration, testing, validation, deployment, production support, and defect remediation across multiple technical teams.
Lead recurring customer steering committees, program reviews, technical planning sessions, and status meetings.
Communicate delivery status, risks, issues, release readiness, decisions, and corrective actions clearly, accurately, and promptly.
Manage customer expectations and facilitate prioritization of defects, enhancements, performance improvements, and modernization initiatives.
Coordinate release readiness reviews, implementation planning, change windows, validation plans, rollback considerations, and post-deployment support.
Drive resolution of production defects and performance issues by engaging appropriate development, engineering, infrastructure, project, and service resources.
Manage enhancement intake and definition; coordinate scope development, ROM estimates, Statements of Work, resource planning, and implementation plans.
Partner with Customer Service, Managed Services, and Remote Support to improve operational readiness, escalation paths, knowledge transfer, and supportability.
Participate in discussions of access control, identity management, user roles, security, application governance, and compliance relevant to delivered solutions.
Identify recurring delivery or service issues and lead structured improvement actions to increase quality, predictability, supportability, and customer outcomes.
Maintain program artifacts, including customer updates, RAID logs, release plans, enhancement roadmaps, stabilization plans, deployment readiness reviews, and defect remediation plans.
Lead multiple concurrent software workstreams, releases, enhancements, and stabilization activities for strategic customer environments.
Support customer-facing governance, roadmap planning, risk management, release decisions, and prioritization of software improvements.
Coordinate lifecycle transition from project delivery into stable operational support and continual improvement.