Job Description Summary

This position is responsible for driving the day-to-day execution and operational management of the Functional Advisory (FA) team which acts as a Center of Excellence for customer adoption and value realization. Reporting directly to the Director of Functional Advisory, the Program Manager serves as the execution lead, translating strategy into structured delivery, coordinating engagements, managing team capacity, and ensuring consistent, high-quality outcomes across all FA activities.

The FA Program Manager will own the team’s operating rhythm, manage engagement intake and prioritization, drive playbook execution, and maintain visibility into team performance and delivery quality. This role requires close coordination with Customer Success Managers, implementation teams, and cross-functional stakeholders to ensure the FA team delivers maximum impact.

This is a hands-on operational role requiring strong program management discipline, the ability to manage multiple concurrent workstreams, and a bias toward action and continuous improvement in a fast-evolving environment.

Job Description

Job Description and Expectations

· Manage the day-to-day operations of the FA team, including FA Program SMEs and Technical Consultants, ensuring clarity of priorities, workload balance, and delivery excellence.

· Own and run the FA team’s operating cadences, including daily stand-ups, weekly planning, engagement reviews, and capacity planning sessions.

· Manage the engagement intake process end-to-end, including request triage, scoping, prioritization, and assignment of FA resources based on skills, availability, and customer impact.

· Drive execution of AVR playbooks across the team, ensuring consistency in approach, quality of deliverables, and adherence to established methodologies.

· Track and report on key performance indicators for the FA team, including engagement throughput, utilization, delivery quality, adoption lift, and customer satisfaction.

· Coordinate cross-functionally with Customer Success Managers, regional implementation leaders, and Product teams to align FA engagements with broader customer strategies.

· Manage escalation workflows, ensuring complex or at-risk engagements receive appropriate attention and resources in a timely manner.

· Support the continuous improvement of FA playbooks, engagement templates, and operational processes based on delivery learnings and team feedback.

· Facilitate knowledge sharing and best practice dissemination across the FA team and broader services organization.

· Maintain clear documentation of engagement status, outcomes, and lessons learned to support data-driven decision-making and organizational learning.

· Partner with the Director of Functional Advisory to translate strategic priorities into executable plans with clear timelines, owners, and success criteria.

· Ensure smooth onboarding of new FA team members, including role clarity, tool access, and integration into team operating rhythms.

Required Qualifications:

· Bachelor’s degree from an accredited university or college or equivalent experience

· 5+ years of experience in Program Management, Customer Success, Professional Services, Consulting, or other customer-facing roles

Preferred Qualifications:

· Demonstrated experience managing cross-functional workstreams, coordinating team execution, and driving operational rigor

· Experience working with enterprise customers and managing complex, concurrent engagement delivery.

· Exceptional organizational skills with the ability to build disciplined operating cadences and translate strategic priorities into executable plans with clear owners and timelines.

· Proactively identifies bottlenecks, risks, and capacity constraints and takes action before they impact delivery.

· Partners effectively across functions (CSMs, implementation teams, Product, regional leaders) to align engagements with customer strategies and balance competing priorities.

· Communicates clearly and concisely with diverse audiences, from team members to senior leadership.

· Creates an environment where team members thrive by removing obstacles, fostering knowledge sharing, supporting onboarding, and recognizing contributions.

· Uses metrics, dashboards, and structured reviews to maintain visibility into engagement status, assess performance, and translate data into actionable insights for leadersh