Program Lead, Enterprise Transformation (US)

WHAT YOU'LL DO

• Set the internal operating rhythm and drive the decisions behind it, leading a weekly full-team sync and a recurring senior-leadership huddle where staffing, performance, and hiring calls get made
• Own the program's voice with the client and with internal leadership, delivering recurring executive readouts in multiple formats, backed by a regular written update and continuous progress tracking
• Serve as the primary point of contact for the client's program leadership on program-level matters, while individual Engagement Managers own their account relationships directly
• Read and adapt to changes in the client's own organization, adjusting the program's engagement model in step with how the partner organization evolves
• Run interference for the team, stepping in directly with the client when requests land unreasonably rather than passing pressure down to individual team members
• Partner with Legal, Finance, and internal leadership to negotiate and close contract renewals, including headcount, fee structure, KPI-based adjustments, and delivery-model scope
• Maintain working fluency in contract mechanics, including redlines, rate structures, and budget tracking, enough to catch issues early and drive documents to signature
• Track program KPIs against target and proactively work with the team to course-correct the moment forecasts show signs of drifting off track
• Partner closely with the recruiting team to shape hiring strategy, screening criteria, and final hiring decisions for the engagement team, leading through influence and credibility rather than a formal reporting relationship
• Act as the primary point of resolution when client leadership raises a performance concern about a team member, balancing the client relationship with fair, considered outcomes for your people
• Own the onboarding curriculum and keep it current as the team and tools evolve, and monitor team capacity and workload proactively
• Maintain the program's core artifacts and a growing library of reusable playbooks and tools, treating documentation and process as a deliverable in their own right

WHAT YOU'LL NEED

• Background in program/client delivery management, ideally within a staff-augmentation, matrix organization, consulting, or professional-services model
• Comfort owning a portfolio of engagements without running any single one directly
• Demonstrated executive stakeholder management: experience running recurring readouts or steerco-style meetings with senior client-side executives (VP/Director+) and briefing internal C-suite leadership
• Strong, tone-adaptive communication and comfort moving between Engagement Managers, client-side leadership, and internal executives
• Informal leadership that builds cohesion, and the ability to rally a team around shared goals and a common bar for quality, using trust and communication rather than positional authority
• A builder's instinct for process and documentation, comfortable creating and maintaining trackers, onboarding curricula, and playbooks rather than just executing against someone else's
• Ability to synthesize cross-functional information into clear, AI-augmented systems
• Ability to partner with Legal, Finance, and leadership to negotiate and close SOWs, plan and account for headcount, KPI-based fee adjustments, and delivery-model splits, and track budget burn against the SOW to flag variances early
• Ownership of program KPIs against target, with a track record of proactively working with a team to course-correct when forecasts show signs of drifting off track
• High tolerance for ambiguity and comfort navigating a partner organization that changes its own structure with little notice

NICE TO HAVE

• Experience scaling a distributed team
• A keen eye for identifying expansion opportunities across an account portfolio, spotting where a program can grow and translating that into a clear business case for leadership and the client
• Familiarity with generative AI tools in a creative or marketing context
• Background in agency operations, martech, or enterprise software adoption programs
• Experience partnering with a recruiting or talent team on a live, time-sensitive hiring pipeline