Experience
15 - 20 yrs
Job Location
Gurugram, India
Vacancy
1
Designation
Principal Program Manager
Job Type
Not specified
Job Description
Job Description
Key Responsibilities
- Act as the primary interface for customer leadership, ensuring clear communication and alignment
- Build strong relationships with business and technology stakeholders
- Represent the overall program status, risks, and value delivered in leadership forums
Program Coordination & Delivery Oversight
- Coordinate across multiple workstreams, business units, and delivery teams
- Ensure all projects are executed on time and aligned to agreed milestones
- Participate in track-level calls to maintain close visibility on execution
Value Delivery & Business Alignment
- Work closely with customer business teams to ensure solutions drive measurable business outcomes
- Track and communicate value realization and adoption metrics
- Ensure alignment between delivery outputs and customer priorities
Risk & Issue Management
- Proactively identify and call out risks, dependencies, and delays early
- Drive mitigation plans and ensure timely resolution of issues
- Manage escalations effectively across internal and external stakeholders
Capacity & Resource Management
- Monitor team capacity, bandwidth, and utilization across workstreams
- Ensure optimal resource allocation to meet delivery timelines
- Highlight capacity constraints and drive resolution
Product & Support Alignment
- Work closely with Support and Product teams to:
- Track product bugs, enhancements, and fixes
- Ensure timely resolution and communication to customer
- Escalate critical product issues impacting delivery or business outcomes
Governance, QA & Process Excellence
- Establish and drive internal governance frameworks, including:
- Program governance cadence and reporting
- Delivery reviews and checkpoints
- Implement Quality Assurance (QA) mechanisms across workstreams
- Define and standardize delivery processes, best practices, and operating models
Performance Monitoring & Reporting
- Track overall program health, milestones, risks, and dependencies
- Provide structured updates to customer and internal leadership
- Ensure transparency and predictability in delivery
Experience and Qualifications
- Education: Bachelor s degree in Technology, Business, or related field
- Experience:
- 15+ years of experience in program/project management
- Strong experience managing large enterprise accounts and complex implementations
- Experience in multi-workstream coordination and customer-facing roles
Technical & Domain Expertise
- Strong understanding of SaaS / CCaaS platforms (e.g., Salesforce, ServiceNow, Cisco, Genesys, etc.)
- Experience working in customer experience, contact center, or digital transformation domains
Core Competencies
- Customer Engagement: Strong ability to interact with senior customer stakeholders
- Execution Focus: Strong drive for timelines, deliverables, and outcomes
- Coordination & Orchestration: Ability to manage multiple teams and workstreams seamlessly
- Risk Management: Proactive and structured approach to issue resolution
- Operational Excellence: Focus on governance, QA, and process discipline
- Communication: Clear, structured, and concise executive communication
Key Performance Indicators (KPIs)
- On-Time Delivery: Adherence to project timelines across workstreams
- Stakeholder Satisfaction: Feedback from customer leadership and business teams
- Risk Management: Early identification and resolution of risks/issues
- Resource Utilization: Effective capacity and workload management
- Program Visibility: Accuracy and effectiveness of reporting and communication
- Quality & Governance: Adherence to QA standards and governance processes
- Product Issue Resolution: Timely tracking and closure of bugs and enhancements
- Value Delivery: Alignment of delivery outcomes with customer business goals
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