[Hiring] Senior Program Manager - Service Delivery @Leap LLC

Role Description

We are seeking a seasoned Sr. Program Manager with deep expertise in service delivery and project management within a SaaS environment. This role 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 bring strategic oversight, operational excellence, and a passion for customer success.

Responsibilities

• Program Oversight
  • 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 strategic alignment as needed.
• Team Leadership & Management
  • Manage a team of implementation and product specialists focused on customer implementations and service delivery.
  • Hold regular team meetings focusing on performance and trainings.
  • Foster a culture of accountability, collaboration, and continuous improvement.
• Process & Performance Optimization
  • Develop new and refine existing delivery methodologies, tools, and best practices to drive efficiency and scalability within service delivery.
  • Monitor KPIs and delivery metrics to assess performance and identify areas for improvement.
• Stakeholder Engagement
  • 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.
• Risk & Issue Management
  • Proactively identify delivery risks and implement mitigation strategies.
  • Serve as an escalation point for critical project issues.

Qualifications

• 5+ years of experience in program or project management within a SaaS or technology services company.
• Proven track record of leading service delivery teams and managing multiple concurrent customer-facing projects.
• Strong understanding of SaaS delivery models, customer onboarding, and implementation lifecycle.
• Experience with project management tools (e.g., Smartsheet, Asana, Jira, Monday.com).
• Excellent communication, leadership, and stakeholder management skills.
• PMP, PMI-ACP, or similar certification preferred.
• Bachelor's degree in Business, Technology, or related field (Master’s preferred).

Required Soft Skills

• 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 at identifying root 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 and maintain composure 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.

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 – 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 with LifeMart (via ADP) – save on groceries, restaurants, entertainment, pet insurance, cell phones, child care, and more!
• MoveSpring Wellness 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!