Program Manager

Dormont Manufacturing Co; Pune District; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Dormont Manufacturing Co is seeking a Program Manager, Services Delivery to take ownership of end-to-end program management. The successful candidate will lead complex customer engagements, ensuring quality and satisfaction throughout the engagement lifecycle.

This role includes responsibilities from pre-sales through to delivery and emphasizes strong customer communication and conflict management. Join a collaborative team that values excellence and diversity.

Qualifications

• 5+ years of experience in program management, services delivery, or enterprise project delivery roles.
• Proven experience managing enterprise, customer-facing engagements as an individual contributor.
• Ability to lead meetings and explain complex scenarios clearly.

Responsibilities

• Responsible for end-to-end program ownership and successful execution of customer-facing engagements.
• Partner with presales and sales teams to support project scoping and estimation.
• Act as the primary delivery lead and day-to-day customer contact.

Skills

Program management

Customer communication

Conflict management

Risk management

Financial acumen

Tools

Jira

Excel

Job description

Who we are

Mindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product. We’re honoured to be recognized as a Leader in the first-ever Forrester Wave: Revenue Enablement Platforms, Q3 2024!

Job Snapshot

The Program Manager, Services Delivery is an individual contributor responsible for end-to-end program ownership, customer communication, and successful execution of complex, customer-facing engagements across Mindtickle’s services portfolio. This role spans the full engagement lifecycle—from pre-sales scoping and estimation through delivery, launch, and handover — ensuring outcomes are delivered with high quality, predictability, and customer satisfaction. This role emphasizes hands-on delivery leadership, not people management. The Program Manager is expected to be process-disciplined yet adaptable, comfortable leading customer conversations, managing expectations, resolving conflicts, and guiding stakeholders through ambiguity with a strong customer-first mindset.

What’s in it for you?

• Program Ownership & Governance

• Own assigned customer engagements end-to-end—from pre-sales scoping and kickoff through delivery, launch, and handover.

• Define and maintain program governance artifacts, including delivery plans, milestones, dependency maps, decision logs, and risk registers.

• Establish clear success criteria, scope boundaries, assumptions, and acceptance criteria in alignment with customer stakeholders.

• Lead structured program cadences including internal syncs, customer working sessions, executive reviews, and milestone checkpoints.

• Proactively identify risks, interdependencies, and delivery bottlenecks; align early with customers and internal teams on mitigation plans to avoid surprises.

• Pre‑Sales Support, Estimation & SOW Ownership

• Partner with Presales, and sales teams during deal cycles to support:

• Project scoping and delivery approach definition

• Effort estimation, timelines, and resources

• Own or contribute significantly to Statement of Work (SOW) development, including:

• Scope definition, assumptions, exclusions, and deliverables

• Milestones, success criteria, and acceptance terms

• Change control and governance mechanisms

• Validate the feasibility of proposed solutions, highlight delivery trade‑offs, and ensure commitments are realistic and executable.

• Support customer calls during pre‑sales to explain delivery approach, timelines, and engagement expectations with credibility and clarity.

• Hands‑On Delivery Execution

• Act as the primary delivery lead and day‑to‑day customer contact, building trust and credibility with stakeholders at multiple levels.

• Partner closely with cross‑functional teams (Customer Success, Services Solutions, Product, Engineering) to ensure delivery aligns with intended business outcomes.

• Translate customer needs into actionable work streams, timelines, and deliverables; drive alignment across teams.

• Manage scope changes through structured change requests—clearly communicating impact on timelines, effort, and cost.

• Navigate trade‑offs and timeline adjustments using transparent, solution‑oriented communication with customers.

• Customer Experience, Communication & Quality

• Drive a consistently positive customer experience across onboarding, configuration, enablement, launch, and post‑launch stabilization.

• Lead customer communication with clarity and confidence—status updates, expectation setting, and scenario‑based guidance.

• Use feedback loops, retrospectives, and proactive check‑ins to surface concerns early and course‑correct.

• Manage customer conflicts professionally by identifying root causes, facilitating constructive dialogue, and driving resolution.

• Monitor delivery health indicators including timelines, quality of deliverables, escalations, and customer sentiment.

• Financials, Metrics & Operational Rigor

• Own delivery financials and operational health, including:

• Effort tracking and burn rate monitoring

• Forecast and variance analysis

• Scope change and margin impact assessment

• Maintain accurate, up‑to‑date documentation, dashboards, and reporting for internal and customer visibility.

• Ensure delivery hygiene and data accuracy across systems (project management tools, CRM inputs, internal trackers).

• Cross‑Functional Collaboration & Influence

• Act as a strong connector across Delivery, Presales, Sales, Customer Success, Product, and Engineering.

• Represent Delivery in customer conversations around solution constraints, trade‑offs, timelines, and product dependencies.

• Provide structured feedback to Product and Services leadership based on delivery learnings and recurring customer themes.

Tools & Metrics:

• Own and continuously improve the usage of program management tools such as Jira, Rocketlane, and internal systems to maintain a single source of truth.
• Track and report on key delivery metrics, including:
• Schedule adherence
• Delivery quality
• Utilization and effort variance
• Customer satisfaction and escalations

We’d love to hear from you, if you:

• 5+ years of experience in program management, services delivery, or enterprise project delivery roles.
• Proven experience managing enterprise, customer‑facing engagements as an individual contributor.
• Experience in SaaS, enterprise B2B, digital transformation, or implementation services preferred.
• Demonstrated involvement in pre‑sales scoping, estimation, or SOW creation.
• Strong customer communication: able to lead meetings, explain complex scenarios clearly, and adapt messaging by audience.
• Estimation & financial acumen: confident in effort estimation, burn forecasting, and scope costing.
• Conflict management maturity: able to handle misalignment and escalations with calm, clarity, and ownership.
• Solid fundamentals in program governance, risk management, dependency tracking, and milestone planning.
• Proficiency with Jira, Excel, and program management/collaboration tools.
• High ownership mindset with strong customer empathy, bias for action, and a solution‑oriented approach.

Our culture & accolades

As an organization, it’s our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks and many opportunities for growth.

Our culture reflects our employee’s globally diverse backgrounds along with our commitment to our customers, and each other, and a passion for excellence. We live up to our values, DAB, Delight your customers, Act as a Founder, and Better Together.

Mindtickle is proud to be an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.