Program Manager, Customer Transformation

Job Description

• Lead large-scale strategic transformation programs across Customer Success, Operations, Training, Enablement, Product, and other cross-functional teams.
• Facilitate discovery sessions, workshops, and working meetings to help stakeholders reimagine customer journeys, operational processes, and service delivery models.
• Partner with executive leadership to define transformation objectives, success metrics, program roadmaps, and change management strategies.
• Drive the redesign of implementation and customer education experiences into segmented engagement models based on customer type, complexity, and business needs.
• Identify opportunities to improve scalability through process optimization, automation, digital enablement, and operational standardization.
• Synthesize stakeholder feedback, operational challenges, customer pain points, and strategic goals into actionable recommendations and implementation plans.
• Establish governance structures, project plans, risks, dependencies, and executive-level reporting for complex initiatives.
• Coordinate cross-functional teams to ensure alignment, accountability, and timely execution of strategic programs.
• Support organizational change management activities, including stakeholder communication, readiness planning, and adoption support.
• Develop presentations, executive summaries, process documentation, and strategic recommendations for leadership review.

Pay varies depending on experience We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

To learn more about how we collect, keep, and process your private information, please review

Insight Global's Workforce Privacy Policy:

https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements

• 7+ years of experience in Program Management, Transformation, Business Operations, Management Consulting, Customer Operations, or related strategic roles.
• Proven experience leading large-scale cross-functional transformation initiatives in SaaS, healthcare technology, customer success, professional services, or related industries preferred.
• Strong facilitation skills with experience leading workshops, strategy sessions, and stakeholder alignment meetings.
• Demonstrated ability to manage complex initiatives involving multiple stakeholders, competing priorities, and organizational change.
• Experience designing or optimizing customer journeys, implementation processes, training models, or service delivery frameworks.
• Exceptional communication, organizational, and executive presentation skills.
• Strong analytical and problem-solving capabilities with the ability to structure ambiguous challenges into actionable plans.
• Experience with project and program management methodologies, including roadmap development, risk management, and change management practices.
• Bachelor's degree required; advanced degree or certifications in Program Management, Change Management, or Process Improvement preferred.