Responsibilities
- Develop and maintain trusted, high-level relationships with client stakeholders by acting as a reliable strategic advisor they actively consult.
- Quickly establish trust by demonstrating clear judgment, reliability, and sound decision-making that gains confidence from clients and internal teams.
- Act as the main point of contact for executive-level communication, delivering transparent, actionable updates on program status and progress.
- Identify strengths and weaknesses in client relationships and take proactive steps to reinforce confidence through consistent results.
- Define and lead the strategic direction of the program, ensuring all teams and initiatives align with key business and client objectives.
- Take full ownership of critical program decisions, including challenging ones, without deferring issues that should be resolved at this level.
- Continuously assess program structure, team composition, and delivery methods, driving improvements to enhance performance and outcomes.
- Stay closely informed about execution details to anticipate risks and adapt plans before issues escalate to the client.
- Lead and direct a large team of 40 to 50 members across various disciplines and experience levels with clarity and accountability.
- Engage regularly with team members at all levels to understand real-time progress, identify blockers, and assess delivery risks.
- Ensure engineering, product, design, and delivery functions are aligned around a unified definition of success with clear ownership.
- Promote a culture of continuous improvement by identifying opportunities to elevate quality, performance, and processes over time.
- Maintain a strong grasp of the account’s financials, including revenue, margins, and forecasting, and proactively flag financial risks.
- Make timely resourcing decisions based on team performance and fit to maintain delivery quality and financial stability.
- Identify opportunities for account growth and support renewal planning by collaborating with the Client Partner in advance.
- Recognize the commercial impact of commitments and client discussions, and involve the Client Partner when commercial topics arise.
- Foster strong internal and external relationships through clear communication, sound judgment, and dependable follow-through.
- Handle difficult negotiations with diplomacy and assurance, balancing competing demands while preserving relationships and ensuring feasibility.
- Adjust communication style based on audience and context, knowing when to advocate, listen, or escalate appropriately.
- Enforce accountability by setting clear expectations for decisions, timelines, and ownership, and addressing gaps with actionable solutions.
Work Arrangement
Remote (Worldwide) — Anywhere
Other
- This position is fully remote and can be based anywhere.
- Occasional travel may be required.
- This role is subject to the company's Return to Office (RTO) policy. Employees living within commuting distance of an office will be expected to work from the office a set number of days per week.
- The specific RTO requirements, including the number of required office days, will follow the company’s current policy, which may change over time.
