LOCATION: Our office is located in Minnetonka, MN. Candidates must reside in the Twin Cities area and will be required to be in-office 5 days per week.
Overview The Senior Program Manager - Client Implementations leads a portfolio of financial institution loyalty and rewards implementations from planning through launch. This role owns program governance and coordinates channel partners, Operations Delivery Managers, and RAZR's Product, Technology, Support, and other internal teams to deliver programs on schedule and at scale.
While Operations Delivery Managers own the detailed configuration, validation, and operational readiness of individual programs, the Senior Program Manager owns the broader implementation process, ensuring plans, resources, dependencies, risks, and stakeholders remain aligned.
The ideal candidate is an experienced program leader who thrives in complex, fast-moving environments involving multiple concurrent implementations. They are highly organized, comfortable working across technical and operational teams, and skilled at creating accountability and driving execution across internal and external stakeholders.
Responsibilities Program & Portfolio Management - Lead a portfolio of concurrent financial institution implementations from planning through launch.
- Develop and maintain the master implementation plan, including implementation waves, schedules, milestones, dependencies, resource requirements, and launch dates.
- Coordinate implementation sequencing and capacity based on program readiness, business priorities, dependencies, and available resources.
- Partner with Operations Delivery Managers to incorporate configuration, validation, testing, and operational readiness activities into implementation plans.
- Monitor portfolio progress, identify risks, resource constraints, and bottlenecks, and drive issues to resolution or escalation.
- Establish repeatable implementation processes and standards that enable RAZR and its partners to onboard programs efficiently at scale.
- Channel Partner and Stakeholder Coordination
- Serve as the primary program management contact between RAZR and its channel partners throughout implementation.
- Align implementation schedules, priorities, requirements, dependencies, deliverables, and launch commitments across organizations.
- Lead recurring program governance and status meetings and maintain clear visibility into program status, upcoming implementation volume, risks, decisions, and required actions.
- Manage partner expectations and proactively address changes or issues that could affect implementation commitments.
- Coordinate activities and dependencies across Operations Delivery, Product, Technology, Technical Services, Support, and other teams involved in implementation.
- Facilitate cross-functional decision-making and ensure owners and deadlines are clearly established for outstanding actions and issues.
Product & Development Requirements Management - Manage new product, platform, integration, or technical requirements identified during implementation that are necessary to support program delivery.
- Partner with Delivery Managers, Product, and Technology teams to ensure requirements are documented, evaluated, prioritized, and incorporated into implementation plans.
- Coordinate delivery commitments for Product and Development work to align with implementation waves and launch schedules.
- Track implementation-related development work through design, development, testing, deployment, and readiness, proactively managing dependencies and schedule risks.
- Facilitate prioritization and trade-off discussions when competing implementation needs exceed available Product or Development capacity.
Program Governance, Risk & Communication - Establish and maintain effective program governance, reporting, and implementation controls across RAZR and its partners.
- Maintain visibility into milestones, risks, issues, dependencies, decisions, and action items, ensuring clear ownership and deadlines.
- Evaluate changes to scope, requirements, priorities, or timelines and communicate their impact on affected programs and launch commitments.
- Own escalation of implementation issues requiring cross-functional, partner, or leadership involvement.
- Provide clear status reporting and executive-level updates on portfolio health, upcoming launches, capacity, risks, and decisions required.
- Process Improvement & Scalability
- Continuously improve implementation processes to increase speed, quality, consistency, and scalability.
- Use implementation metrics, operational data, and lessons learned to identify bottlenecks and improvement opportunities.
- Identify opportunities to standardize, streamline, or automate repetitive implementation and project management activities.
- Partner with Delivery Managers and internal teams to incorporate lessons learned into future implementation waves and strengthen RAZR's implementation operating model.
Qualifications & Experience - Bachelor's degree in business, Project Management, Information Technology, or a related field, or equivalent relevant professional experience.
- 7+ years of experience in program management, project management, SaaS implementation, technology implementation, or related fields.
- Demonstrated experience managing complex, cross-functional programs involving multiple simultaneous client implementations.
- Experience managing software development dependencies within broader implementation programs, including requirements, prioritization, release coordination, and delivery schedules.
- Strong planning and execution skills with the ability to manage timelines, resources, dependencies, risks, and competing priorities.
- Experience working directly with clients, channel partners, vendors, or other strategic business partners.
- Strong stakeholder management skills and demonstrated ability to create accountability across teams without direct reporting relationships.
- Comfortable working with SaaS platforms, integrations, data workflows, APIs, and technical teams.
- Strong analytical, problem-solving, organizational, and communication skills.
- Experience with financial institutions, banking, credit unions, fintech, payments, or financial services is strongly preferred.
- Experience with loyalty, rewards, incentives, promotions, or customer engagement platforms is a plus.
- PMP, PgMP, Agile, or similar project/program management certification is a plus but not required.
What Success Looks Like - Success in this role means RAZR can reliably and efficiently onboard a high volume of financial institution rewards programs with predictable schedules, strong implementation quality, and clear accountability.
- The Senior Program Manager creates the structure, visibility, and operating rhythm that enables Delivery Managers, internal teams, and channel partners to execute successfully at scale. Risks and dependencies are identified early, Product and Development commitments remain aligned with implementation needs, and stakeholders have clear visibility into priorities, progress, and upcoming launches.
