Program Manager

FINEOS is a global market leader in core insurance technology for Disability, Life, Accident and Health.  We help our customers care for the people they serve through the delivery of superior insurance technology. Our Mission is to be the 'global market leader of group and individual insurance technology on a single software platform'. FINEOS people are customer-centric, team players and high achievers. Our environment is built on trust and collaboration, where we challenge positively, innovate and collaborate to deliver great results.

Summary

Hybrid project delivery + customer success ownership for multiple customer’s program delivery needs. Provides strategic leadership for the portfolio delivery functions. Oversee program delivery, budget, and long‑term planning. Provides strategic leadership for the customer organization. Owns long-term customer success operations across multiple business units.

Responsibilities (Other duties may be assigned.)

• Oversee full portfolio governance, prioritization, and budgeting.
• Lead multi-year planning and customer roadmap development.
• Partner with customer executives to shape cross-functional initiatives.
• Delivery major transformation programs.
• Improve PMO metrics, dashboards, and operational reporting.
• Ensure resource planning, forecasting, and capacity management.
• Lead change management associated with new PMO processes.
• Drive adoption of enterprise tools, dashboards, and methodologies.
• Coach customer success managers and senior customer managers.
• Partner with executives on transformation programs, product feedback loops, and growth strategies.
• Manage budgets, resource planning, and multi-year strategic delivery.

Education and/or Experience     

• Previous experience at a senior level managing projects in a Professional Services or Customer Success Department to an external client base specifically within the insurance industry.
• Previous experience as a project or customer success manager, with a background in insurance organizations.
• 15–20 years in project management or customer Success.
• 10+ years coaching, mentoring, and leading project teams.
• Experience working with implementation partners is a distinct advantage.
• Excellent negotiation, relationship building and executive communication skills.
• Strong problem-solving and risk mitigation ability.
• Strong leadership and coaching ability.
• Strategic thinking and ability to improve processes.
• Comfortable presenting to customer stakeholders.
• Experience working cross-functionally with Sales, Product, and Support.
• Experience supporting mid-market or enterprise customers.
• Experience supporting mid-market or enterprise customers.
• Background in SaaS, enterprise accounts, or technical products.

Technical Skills

• Enterprise-level program management.
• Strategic planning and budgeting.
• Executive influence & organizational leadership.
• Data-driven decision making.
• Transformation leadership.
• Strategic planning & operational leadership
• Executive communication & cross-functional alignment
• Financial forecasting
• Operational rigor & data-driven decision making
• Change leadership and scaling org capabilities

Language Skills

• Ability to speak the English language proficiently, both verbally and in writing.

Travel Requirements

This position requires up to 55% travel. International travel may be required.

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Employee works primarily in an office environment, within a well-ventilated area, and are exposed to moderate noise levels.
• May be exposed and/or work with chemicals as listed in our MSDS book.

OR

• Employee works primarily in a home office environment.
• The home office must be a well-defined work area, separate from normal domestic activity and complete with all essential technology including, but not limited to; separate phone, scanner, printer, computer, etc. as required in order to effectively perform their duties.

Work Requirements 

• Compliance with all relevant FINEOS Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems. 
• Travel and fieldwork, including international travel may be required. Therefore, employee must possess or be able to acquire a valid passport. 
• Must be legally eligible to work in the country in which you are hired.    

Salary range - $160,000 - 190,000

FINEOS is an equal opportunity employer. We are committed to a diverse workplace and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact us at careers@fineos.com