Senior Program Manager

Summary

Join Vonage as a Senior Program Manager to lead complex product launches and operations projects. You will implement processes and best practices to enhance product delivery, support product planning, and ensure alignment with long-term objectives. This critical role involves managing the entire product lifecycle, from launch to sunsetting, for multiple product lines. You will lead cross-functional teams, manage stakeholders, mitigate risks, and track program performance. The ideal candidate possesses extensive experience in SaaS program management, particularly within CCaaS, UCaaS, or AI domains, along with strong leadership and communication skills.

Requirements

• Minimum 5 years of experience managing large, complex SaaS-based programs, preferably in CCaaS, UCaaS, AI, or related industries
• Proven track record of launching and delivering SaaS solutions at scale, working with agile methodologies (Scrum, Kanban, etc.)
• Strong experience managing cross-functional teams and collaborating across engineering, product, sales, marketing, and other internal stakeholders
• Experience in operational aspects of a SaaS (CCaaS, UCaaS, AI, etc) products i.e., LBGUPS (Learn, Buy, Get, Use, Pay and Support) process flows
• Experience with leading cross functional process improvement efforts using methodologies such as Lean/Six Sigma
• Experience developing, launching and managing the change management efforts associated with new product launch frameworks and processes
• Strong understanding of product management processes, methodologies, and best practices
• Knowledge of quote to cash flows and systems that are involved at each step of LBGUPS process flow
• Experience working with Product Analysts in creating reports and dashboards measuring program outcomes and KPIs
• Experience working in tools such as Jira, Confluence, or similar project management software
• Comfortable navigating technical discussions and able to communicate effectively with engineering teams
• Strong leadership and interpersonal skills, with the ability to influence without direct authority
• Experience working with senior leadership to drive business goals and deliver on strategic initiatives
• Excellent problem-solving, decision-making, and analytical skills
• Ability to manage competing priorities and deliver results in a fast-paced, dynamic environment
• Ability to Identify, assess, and mitigate program risks. Proactively develop contingency plans with the program team while maintaining timely status updates to leadership
• Exceptional written and verbal communication skills, with the ability to present complex ideas to both technical and non-technical stakeholders
• Experience presenting to multiple audiences including executive leadership
• Bachelor’s degree in Business, Engineering, Computer Science, or a related field

Responsibilities

• Manage and lead cross-functional teams (product, engineering, marketing, sales, and support) to successfully launch and deliver SaaS solutions, particularly within CCaaS, UCaaS, and AI domains, ensuring alignment with business objectives and customer needs
• Own the end-to-end lifecycle of complex SaaS product delivery and launch of SaaS solutions, from planning and scoping to execution and post-launch support, ensuring timely and quality delivery
• Collaborate with executive leadership, product management, engineering, sales, marketing, support and other key stakeholders to define and refine program goals, scope, timelines, and key performance indicators (KPIs)
• Identify, assess, and mitigate program risks and issues that could impact timelines or quality. Proactively develop contingency plans and communicate status to leadership
• Ensure program deliverables align with the overall product roadmap, helping prioritize launch and delivery of multiple quarterly releases to ensure the long term objectives are met
• Establish and track program performance metrics, deliver regular status updates, and present reports to senior management. Analyze data to recommend process and financial improvements
• Build strong relationships with various teams, including Engineering, Sales, Marketing, and Support, to ensure seamless product rollouts and ongoing product optimization
• Lead special projects and cross-functional product initiatives, such as process improvements, systems implementations, or strategic growth initiatives, as assigned by Product Leadership

Preferred Qualifications

• Knowledge of the CCaaS, UCaaS, and AI product landscape, including cloud technologies, APIs, and integrations
• Experience working with and developing Business Metrics tools and dashboards
• Certifications including PMP, ITIL, Lean/Six Sigma, Agile are a plus