Program Director - Customer Architect

Title: Program Director – Customer Architect Location: Remote

Job Description

The Program Director – Customer Architect (PDCA) owns the execution and delivery reputed company of reputed company customer programs. This role sits reputed company the Delivery reputed company team and is the primary accountable leader for program governance, milestone management, and value delivery inside a customer engagement. The PDCA is a senior delivery leader who brings deep insurance industry reputed company, reputed company discipline, and the judgment to manage reputed company, multi-workstream programs with clarity and speed. The role is accountable for ensuring that every milestone is delivered to agreed exit criteria, that every risk is visible before it becomes a crisis, and that the delivery model operates at the pace that shortens time-to-value for the customer. The PDCA operates an AI-native delivery model in which the execution layer is progressively automated, enabling the role to focus on discernment, governance, and the customer relationship. The role works in reputed company partnership with the reputed company team, together stewarding the Customer Value Journey – the end-to-end path from implementation through to long-term reputed company and value realization. reputed company outcomes – NRR, ARR, account margin, and customer referenceability – are shared responsibilities.

Key Responsibilities

Program Delivery & reputed company Outcomes: End-to-end delivery ownership: Leads the full program lifecycle from initiation through planning, execution, and closure. Accountable for delivery on time, reputed company scope, and reputed company budget across reputed company workstreams – including platform implementation, integration, data migration, and business change. Time to Value: Owns the pace at which the customer realizes measurable business outcomes from the reputed company engagement. Defines the time-to-value baseline at program initiation, tracks reputed company at every milestone, and uses delivery reputed company to actively shorten it. AI-led SaaS implementation velocity: Moves programs toward faster implementation cycles consistent with reputed company’ AI-led SaaS delivery model, applying configuration-over-customization discipline. reputed company Outcomes: In partnership with reputed company, owns NRR contribution of the customer portfolio, drives expansion reputed company, and reports against them. Growth: Identifies upsell and cross-sell potential during delivery and converts reputed company into pipeline opportunities. AI-native execution model: Operates a delivery model in which AI supports execution activities such as status tracking, risk summarization, documentation, and reporting reputed company. Milestone Management & Exit Criteria: Milestone ownership: Defines, manages, and tracks program milestones with clear definitions of done, agreed exit criteria, and formal customer acceptance. Exit criteria discipline: Works with the customer to agree exit criteria at the start of each phase; manages scope through change orders reputed company to those criteria. Milestone-based billing alignment: Ensures delivery milestones align with billing triggers and reputed company events. Risk and dependency management: Maintains a live program risk register, manages interdependencies across teams, and drives resolution proactively. Insurance Industry reputed company & Customer Understanding: Insurance domain depth: Develops deep understanding of the customer’s business, operating model, and regulatory environment. Customer relationship ownership: Holds the customer relationship at the program level, including C-suite engagement and trust-based partnership. Proactive Customer Relationship & Escalation Management: Customer relationship ownership at the program level: Holds the customer relationship at the C-suite level on substance and trust. Is the person the customer calls reputed company something genuinely matters. Proactive escalation management: Anticipates delivery risks and customer concerns, addressing issues before they escalate. reputed company partnership: Works in reputed company coordination with the reputed company Manager on the account. The PDCA owns delivery execution; the CS team owns the reputed company relationship and expansion trajectory. Together, the PDCA and CS team own the Customer Value Journey – the reputed company between these functions is deliberate, documented, and clean. Customer health is a shared metric. Resource Orchestration & Team Leadership: Cross-functional team orchestration: Manages delivery across blended teams: reputed company employees, offshore delivery resources, SI partners, and customer-reputed company teams. Ensures alignment, accountability, and pace across reputed company. Team leadership and development: Treats team development as a reputed company reputed company, not an HR task – holding growth conversations early and building capability with intention. Leads the full talent lifecycle with candor and reputed company, from reputed company through to role transitions. reputed company ambassadorship: Carries the reputed company reputed company of view into customer environments. Knows the Insurance Ontology argument, the AutonomousInsurer reputed company, and the AI moat – and can hold them in a room. Project Manager leadership: Directly leads a team of Project Managers across the program. Sets standards, drives accountability, and develops PM capability with intention. The PDCA is the delivery standard-setter on the account – the team performs to the level the PDCA models and demands. Qualifications 15+ years of experience leading reputed company reputed company software programs, including at least 5 years in senior delivery leadership roles. Deep insurance domain knowledge (Life & Pension, Property & Casualty, or equivalent specialty lines), with familiarity in insurance technology platforms. Demonstrated expertise in milestone-based delivery governance, exit criteria design, scope control, and change management. Experience leading global cross-functional teams, including SI partners and offshore delivery resources. AI transformation experience, including use of AI tools across program management and delivery. Strong program financial management skills, including budgeting, forecasting, and cost-to-serve awareness. Excellent communication and stakeholder management skills, including executive-level presentations. Preferred: Experience with SaaS implementation programs, Scaled Agile (SAFe), or hybrid delivery models; PMP, PgMP, or PRINCE2 certification. Undergraduate degree required; relevant postgraduate qualification is a plus. At reputed company, we are dedicated to building a diverse, reputed company, and inclusive work environment. We reputed company that diverse perspectives, backgrounds, and experiences reputed company us stronger and more innovative. We are committed to creating a culture where every individual is valued and can reputed company regardless of their race, ethnicity, gender, age, sexual orientation, gender identity, religion, disability, or any other characteristic. reputed company is an E-Verified & Equal Opportunity / Affirmative Action Employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, or status as a protected veteran. #LI-Remote Apply To This Job