Job Summary:

Job Description:

Role Summary

The Program Manager owns the design, execution, and continuous improvement of strategic customer programs at Elovate. This role requires a strong program management mindset — driving structure, alignment, and delivery — while also serving as a trusted partner to our municipal and agency customers. You'll ensure programs are delivered on time, meet defined outcomes, and create measurable value for both customers and the business.

Responsibilities

Program Planning & Delivery

• Lead the planning and execution of customer programs, ensuring milestones, deliverables, and outcomes are consistently met.
• Translate customer objectives into structured program roadmaps with clear success criteria, timelines, and ownership.
• Manage program governance including progress tracking, status reporting, risk management, and escalation handling.
• Coordinate program kickoffs, milestone reviews, and closeout activities.
• Maintain thorough program documentation — plans, RAID logs, decision records.

Customer Relationship Management

• Serve as the primary point of contact for assigned customers, building strong, trust-based relationships.
• Ensure ongoing alignment between customer goals and Elovate's solutions and service delivery.
• Provide customers with regular program reviews, data-driven performance insights, and strategic recommendations.
• Proactively identify and address customer concerns before they become escalations.
• Partner with customers on program expansions, renewals, and long-term roadmap planning.

Cross-Functional Collaboration

• Facilitate collaboration across Product, Operations, Field Service, and leadership to drive successful program delivery.
• Coordinate internal resources and manage competing priorities to meet customer commitments.
• Champion the customer voice internally to influence product improvements and service enhancements.
• Partner with Sales and Customer Success leadership on account strategy and growth opportunities.

Performance & Continuous Improvement

• Define program success metrics and KPIs; track and report on outcomes against targets.
• Proactively identify opportunities to improve processes and strengthen customer partnerships.
• Conduct post-program reviews to capture lessons learned.
• Contribute to scalable program management frameworks, templates, and best practices.
• Analyze program data to surface trends, risks, and opportunities for operational improvement.

Stakeholder Communication & Reporting

• Develop and deliver clear, concise program status updates tailored to both operational and executive audiences.
• Maintain a regular cadence of customer and internal communications.
• Prepare program reviews, executive briefings, and customer-facing reports that demonstrate program value and impact.

Requirements

• 5+ years of experience in program or project management, customer success, consulting, or related roles.
• Demonstrated ability to lead complex, multi-stakeholder initiatives from concept through completion.
• Strong organizational skills with the ability to manage multiple programs simultaneously.
• Excellent communication and facilitation skills with experience engaging senior stakeholders.
• Proven track record of building and maintaining strong customer relationships.
• Analytical mindset with the ability to define metrics, measure progress, and report outcomes.

Nice to Haves

• PMP, PgMP, or equivalent project/program management certification.
• Experience working with municipal or government agency customers.
• Background in automated traffic enforcement, public safety technology, or SaaS/hardware service delivery.
• Familiarity with program management tools such as Smartsheet, Asana, or Monday.com.
• Experience with contract management and SLA oversight.

AI & Technology

Elovate encourages Program Managers to leverage AI tools to work more efficiently, communicate more effectively, and deliver greater value to customers.

• Use AI-assisted tools to streamline program documentation — status reports, RAID logs, executive summaries, and customer-facing communications.
• Leverage AI analytics to monitor program health, identify schedule risks early, and surface data-driven insights for customer reviews.
• Apply AI tools to synthesize customer feedback, meeting notes, and program data into actionable recommendations and lessons learned.
• Stay current on AI tools relevant to program management and customer success, bringing relevant capabilities to your workflows.
• Apply sound judgment when using AI-generated outputs — validating all customer-facing content before delivery.

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