Sr. Program Manager

Position Overview

Veridos America is seeking a motivated and experienced Sr. Program Manager to lead the delivery and management of identity solutions for state and local government clients, with a primary focus on DMV accounts. This is a remote position requiring periodic travel to client sites for solution implementation, operations reviews, and relationship management.

The Sr. Program Manager is a key customer-facing role, responsible for ensuring account health, driving operational excellence, and supporting growth opportunities.

Key Responsibilities

Account Management & Leadership

• Serve as the primary advocate for assigned customers, ensuring alignment between client goals and company strategy.
• Build and maintain strong, long-term relationships with DMV/state government clients to maximize satisfaction and retention.
• Manage account profitability (P&L), including revenue, margin, and budget alignment.
• Conduct regular business and operations reviews (QBRs/MBRs) to assess performance and identify needs.
• Develop account strategies that support operational performance and growth, in collaboration with Sales and Product teams.
• Identify and pursue renewals, upsells, and cross-sell opportunities.
• Act as the executive escalation point, ensuring issues are resolved quickly and communicated transparently.
• Monitor account performance, proactively addressing risks or gaps with corrective actions.
• Lead client meetings, presentations, industry events, and RFP/proposal contributions as needed.
• Support customer success initiatives, including efforts to improve NPS and CSAT.
• Partner with internal teams to triage and resolve operational issues, conduct root cause analysis, and ensure client reporting.
• Provide regular reporting on account activities, escalations, and performance to senior leadership.
• Contribute to RFP proposal responses and participate in client-facing presentations and solution demonstrations.
• Self-driven and able to work autonomously in a fast paced fluid environment.
• Attend industry conferences as requested.

Project & Program Management

• Lead end-to-end delivery of projects and programs, ensuring scope, schedule, budget, risk, and quality objectives are met.
• Apply industry best practices (PMI/PMO frameworks) for consistent, scalable execution.
• Develop and oversee project/program plans aligned with client and business goals.
• Establish clear communication plans with stakeholders, providing regular updates on progress and risks.
• Conduct risk assessments, develop mitigation strategies, and ensure timely resolution of issues.
• Coordinate cross-project dependencies and align multiple workstreams.
• Maintain accurate project documentation, including contracts, schedules, reports, and change logs.
• Build and motivate cross-functional teams, fostering collaboration, accountability, and continuous improvement.
• Ensure deliverables meet contractual and client quality expectations.
• Contribute to the development of PMO standards, templates, and frameworks.

Required Qualifications

• Bachelor’s degree (or equivalent professional experience).
• PMP certification (or comparable project management credential).
• 7+ years of experience delivering large-scale technical projects/programs for U.S. state or local government clients.
• Experience with DMV, secure credentialing, or digital identity solutions.
• Proven success managing complex programs using PMI methodologies.
• Strong business acumen with technical aptitude; ability to communicate effectively across technical and executive audiences.
• Solid understanding of SDLC and project management best practices.
• Skilled in establishing and tracking KPIs/OKRs.
• Proficient in Microsoft Office Suite and project management/collaboration tools (Teams, SharePoint, Confluence, JIRA, Asana, etc.).
• Excellent communication, negotiation, and interpersonal skills.
• Highly organized, self-driven, and adaptable in a fast-paced environment.
• Demonstrated ability to le