Business Program Manager

Ascensus; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Ascensus is seeking a Program Leadership professional to own end-to-end onboarding programs from planning to execution and continuous improvement. You will collaborate with Product, Relationship Management, Software Development, Sales, Service, Implementation, and Training teams to ensure onboarding readiness and act as SME for post-implementation issues.

You will drive stakeholder alignment, lead cross-functional initiatives, and develop standardized processes, dashboards, and playbooks to

Qualifications

• Bachelor's degree in a related field.
• 5+ years in program management, customer success, operations, software implementation, or enablement.
• Experience managing cross-functional initiatives.
• Strong project management, communication, and stakeholder skills.
• Experience with SaaS products and deployment processes.

Responsibilities

• Own end-to-end onboarding programs from planning through execution and continuous improvement.
• Partner with product, sales, service, and other teams to ensure onboarding readiness.
• Serve as internal SME for post-implementation issue resolution.
• Coordinate multiple workstreams and dependencies across organizations.
• Develop, monitor, and present KPIs such as time-to-productivity and CSAT.
• Create SOPs, templates, and best practices; lead change management for new tools.

Skills

Program management

Cross-functional collaboration

Communication

Stakeholder management

SaaS deployment

Education

Bachelor's degree in Business/Info Systems/Communications

Tools

CRM

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.