Program Manager Client Focus

 

 

Toshiba Global Commerce Solutions is seeking a Program Manager Client Focus. (PMCF) They will be responsible for overseeing the end-to-end delivery of complex client-facing solutions, ensuring alignment between customer requirements, product strategy, and technical execution. This role bridges the gap between customer-facing teams, technical teams, and executive leadership to deliver high-quality, on-time solutions that meet both client and organizational goals. The PMCF will drive cross-functional coordination, mitigate risks, and ensure that projects stay within scope, budget, and timeline while maintaining high-quality standards across all phases of development. The role requires extensive customer interaction and up to 30% travel.

Responsibilities:

Program Delivery & Execution:

• Lead the end-to-end execution of client projects, ensuring they meet scope, schedule, and budget requirements.
• Manage risks, dependencies, milestones, and deliverables across multiple projects.
• Oversee the delivery of client-facing technical solutions, ensuring they are aligned with business objectives and client needs.

Cross-Functional Alignment & Collaboration:

• Align product requirements and technical architecture into cohesive project plans, ensuring smooth collaboration across engineering, product, and business teams.
• Facilitate communication between technical teams and client stakeholders, ensuring clarity and shared understanding of project goals, timelines, and deliverables.

Technical Oversight & Leadership:

• Provide leadership and guidance to technical project managers (TPMs) and cross-functional teams, driving program outcomes and ensuring technical excellence.
• Maintain oversight of quality standards, ensuring adherence to SDLC processes, engineering best practices, and quality checkpoints.
• Drive root cause analysis for defects and lead corrective actions to prevent future issues.

Client Engagement & Satisfaction:

• Engage directly with clients to define project scope, gather requirements, and set expectations.
• Ensure regular and transparent communication with clients regarding project progress, risks, and outcomes.
• Proactively address any client concerns and deliver solutions that exceed client expectations.

Process Improvement & Tools:

• Continuously refine project management processes, tools, and methodologies to improve efficiency and effectiveness.
• Ensure consistent use of project management tools (e.g., Jira, Confluence, MS Project) to track progress, manage risks, and maintain quality throughout the project lifecycle.

 

Program Strategy & Reporting:

• Define and track key performance indicators (KPIs) to measure the success of programs.
• Provide executive-level status updates, highlighting progress, risks, and mitigation strategies.
• Lead retrospective reviews and promote a culture of continuous improvement across teams.

Mentorship & Team Development:

• Mentor junior TPMs and other team members, fostering leadership skills and encouraging professional growth within the program management practice.
• Promote a culture of ownership, accountability, and collaboration across all teams involved in the program.

Required Skills & Experience:

• Bachelor’s degree in a technical field or equivalent combination of education and experience.
• 12+ years of experience in program and project management, with at least 7 years of experience managing client-facing technical solutions.
• Proven experience in retail technology, Point of Sale (POS) systems, or custom software delivery.
• Strong technical expertise in system architecture, software development practices, and an understanding of embedded systems, AI, or other relevant technologies.
• PMP, SAFe, Scrum, or similar certifications or demonstrated plan to achieve one or more.
• Proficiency in Jira, Confluence, MS Project, Smartsheet, and other project management tools.
• Expertise in managing complex, multi-team projects with a focus on both technical execution and client satisfaction.
• Strong interpersonal skills with the ability to foster collaboration and drive consensus across cross-functional teams.
• Customer-facing experience with proven ability to translate client requirements into executable plans.
• Results-driven, with a focus on delivering high-quality solutions within scope, time, and budget.

Success Metrics:

• Effective program delivery,