Business Program Manager

Ascensus; Florida; Hybrid; USD 120,000 - 160,000; Full time

Job summary

Ascensus seeks a Program Leadership expert to own end-to-end onboarding programs from planning through execution and continuous improvement. You will collaborate with Product, Relationship Management, Software Development, Sales, Service, Implementation, Commercial Software Support and Training teams to ensure onboarding readiness.

This role emphasizes process improvement, governance, and KPI-driven leadership across cross-functional initiatives within a fast-paced SaaS environment.

Qualifications

• Bachelor's degree in Business, Information Systems, Communications, or related field.
• 5+ years of experience in Program Management, Customer Success, Operations, Software Implementation, or Enablement.
• Experience managing cross-functional business initiatives.
• Strong project management, communication, and stakeholder management skills.
• Experience with SaaS products and software deployment processes.

Responsibilities

• Own end-to-end onboarding programs from planning through execution and continuous improvement.
• Define program goals, success metrics, milestones, and governance models.
• Develop scalable onboarding frameworks, processes, and playbooks.
• Partner with Product, Relationship Management, Software Development, Sales, Service, Implementation, Commercial Software Support, and Training teams to ensure onboarding readiness.
• Serve as an internal SME for post-implementation issue resolution.
• Coordinate multiple workstreams and dependencies across organizations.
• Drive stakeholder alignment and executive communications.
• Analyze onboarding workflows and identify opportunities for automation and efficiency improvements.
• Create standardized operating procedures, templates, and best practices.
• Lead change management initiatives supporting new tools and business processes.
• Develop and monitor KPIs including Time-to-productivity, Software adoption rates, Onboarding completion rates, CSAT, Retention metrics, SLA compliance.
• Present insights and recommendations to business leaders.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day-to-day basis showing your support of our organizational culture.

Skills

Cross-functional collaboration

Project management

Communication

Stakeholder management

SaaS deployments

Education

Bachelor's degree in Business / Information Systems / Communications or related field

Tools

Chorus

Onboarding platforms

Job description

Program Leadership

• Own end-to-end onboarding programs from planning through execution and continuous improvement.
• Define program goals, success metrics, milestones, and governance models.
• Develop scalable onboarding frameworks, processes, and playbooks.

Cross-Functional Collaboration

• Partner with Product, Relationship Management, Software Development, Sales, Service, Implementation, Commercial Software Support, and Training teams to ensure onboarding readiness.
• Serve as an internal SME for post-implementation issue resolution.
• Coordinate multiple workstreams and dependencies across organizations.
• Drive stakeholder alignment and executive communications.

Process Improvement

• Analyze onboarding workflows and identify opportunities for automation and efficiency improvements.
• Create standardized operating procedures, templates, and best practices.
• Lead change management initiatives supporting new tools and business processes.

Metrics and Reporting

• Develop and monitor key performance indicators (KPIs) including:
  • Time-to-productivity
  • Software adoption rates
  • Onboarding completion rates
  • Customer satisfaction (CSAT)
  • Retention metrics
  • SLA compliance
• Present insights and recommendations to business leaders.

• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.

• The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day-to-day basis showing your support of our organizational culture.

Supervision

• N/A

Section 3: Experience, Skills, Knowledge Requirements

Required

• Bachelor's degree in Business, Information Systems, Communications, or related field.
• 5+ years of experience in Program Management, Customer Success, Operations, Software Implementation, or Enablement.
• Experience managing cross-functional business initiatives.
• Strong project management, communication, and stakeholder management skills.
• Experience with SaaS products and software deployment processes.

Preferred

• PMP, Agile, Scrum, or certification.
• Experience with CRM, Chorus or onboarding platforms.

• Data analysis and dashboard development experience.