Software Implementation Program Manager

We are seeking an experienced Software Implementation Program Manager to oversee the rollout and ongoing implementation of a software platform and related services. This role will manage the end-to-end operational rollout process, ensuring that clients, internal teams, and other stakeholders are prepared for new platform capabilities, software releases, and service launches.

The successful candidate will coordinate cross-functional teams, manage implementation plans and dependencies, oversee onboarding and training, and drive operational readiness and user adoption. This role requires someone who can build scalable processes in a growing software environment, navigate competing priorities, and turn customer feedback and operational data into actionable improvements.

Key Responsibilities

• Program & Rollout Management: Own integrated rollout plans, milestones, dependencies, risks, and deliverables across software platform modules and new services.
• Software Launch & Implementation: Coordinate product launches from pilot and beta stages through broader customer availability, ensuring operational readiness at each phase.
• Cross-Functional Coordination: Work closely with Product, Engineering, AI, Product Marketing, Learning & Development, Client Success, and Support teams to align deliverables and secure commitments.
• Operational Readiness: Coordinate onboarding, training, communications, access setup, support workflows, and readiness assessments ahead of software releases.
• User Adoption & Change Management: Develop enablement plans, coordinate training sessions, gather feedback, identify adoption barriers, and support the integration of new workflows into existing business processes.
• Release Management: Coordinate recurring SaaS releases, ensuring appropriate documentation, user guidance, support readiness, and follow-through after deployment.
• Customer Feedback & Issue Coordination: Track usability concerns, training gaps, adoption barriers, and unresolved issues while ensuring clear ownership and timely follow-up.
• Process Improvement: Build scalable workflows, automate repeatable tasks where appropriate, and improve implementation processes using operational data and performance metrics.
• Performance Monitoring: Maintain scorecards covering rollout readiness, activation, repeat usage, user participation, support demand, and outstanding issues.
• Stakeholder Communication: Provide concise updates on progress, risks, dependencies, decisions, and corrective actions to senior stakeholders.

Qualifications

• At least 5 years of experience in software program management, software implementation, launch operations, or a closely related role.
• Proven experience taking at least two software products or substantial releases from pilot or beta to broader customer availability, with clear examples of personal ownership and results.
• Experience managing software rollouts beyond technical development, including onboarding, training, communications, support readiness, and user adoption.
• Demonstrated ability to build practical and scalable processes in entrepreneurial or evolving software environments.
• Experience coordinating recurring SaaS releases and ongoing organizational change.
• Strong stakeholder management skills, including the ability to resolve dependencies, manage competing priorities, and influence teams without direct reporting authority.
• Experience using customer feedback and operational data to improve rollout plans and implementation outcomes.
• Strong program execution, risk management, analytical, and problem-solving skills.
• Technical fluency in software release cycles, testing environments, defects, integrations, access management, and incident escalation.
• Excellent written and verbal communication skills, including the ability to communicate risks and recommendations to senior stakeholders.
• Bachelor's degree in Business, Information Systems, Computer Science, Operations, or a related field, or equivalent professional experience.

Preferred Qualifications

• Experience implementing software in professional services or relationship-driven businesses.
• Exposure to launching AI-enabled products or technology platforms for executive-level users.
• Experience developing customer success, support, onboarding, or enablement processes.
• Experience coordinating internal teams and outsourced development or support partners.
• Relevant certifications in program management, Agile, Scrum, or change management.