Program Manager - OpenText

Espire Infolabs; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

Espire Infolabs is seeking an experienced Program Manager to lead a portfolio spanning OpenText Exstream, CCM, and Customer Onboarding. You will own end-to-end program delivery, governance, budgeting, and stakeholder alignment across multiple teams and vendors to deliver compliant, customer-centric communications.

You will guide Exstream modernization efforts, oversee migration from legacy systems, and ensure performance, scalability, and regulatory compliance while coordinating global teams and

Qualifications

• Minimum 16+ years of overall experience, with at least 6+ years in Program Management or Enterprise Application Delivery.
• Experience delivering OpenText Exstream implementation or modernization and CCM transformations.
• Strong governance, budgeting, resource management, risks, dependencies, and benefits realization.
• Experience with Agile, Waterfall, and Hybrid methodologies and senior stakeholder management.
• Excellent verbal and written English communication; ability to work across time zones.

Responsibilities

• Own the program roadmap, integrated delivery plan, milestones, dependencies, and critical path.
• Establish governance, scope, objectives, and success criteria for the program.
• Manage delivery across multiple workstreams and vendors with budget, timeline, and quality control.
• Oversee Exstream delivery, migration, modernization, and template/content lifecycle governance.
• Lead CCM delivery and omnichannel communication initiatives including document composition and delivery.
• Drive onboarding transformation initiatives across digital and assisted channels and monitor onboarding KPIs.
• Establish program governance, RAID, reporting, and executive dashboards; manage risk and change.

Skills

Program management

Stakeholder management

Agile/Waterfall/Hybrid

Client-facing communication

English communication

Tools

OpenText Exstream

CCM platforms

Document composition

Workflow integration

Job description

Role Overview

We are seeking an experienced Program Manager to lead a portfolio of interconnected initiatives across OpenText Exstream, Customer Communication Management (CCM), and Customer Onboarding.

The Program Manager will have end-to-end accountability for program delivery, including program planning, governance, nancial and resource management, risk and dependency management, stakeholder alignment, and delivery oversight.

The role will work closely with business, technology, operations, product, digital, compliance, and vendor teams to deliver scalable, compliant, and customer-centric communication solutions while supporting onboarding transformation initiatives.

The ideal candidate should have strong program management experience combined with hands‑on knowledge of OpenText Exstream, CCM platforms, customer communications, and customer onboarding processes. Experience leading OpenText Exstream implementation, migration, upgrade, modernization, or consolidation programs is highly desirable.

2. Key Responsibilities

A. Program Leadership & Delivery

• Own and manage the overall program roadmap, integrated delivery plan, milestones, dependencies, and critical path across OpenText Exstream, CCM, and Customer Onboarding workstreams.
• Establish program objectives, scope, governance structure, delivery approach, and success criteria.
• Manage delivery using Agile, Waterfall, or Hybrid methodologies. Manage program scope, budget, resources, timelines, deliverables, and quality. Coordinate multiple project teams and workstreams to ensure alignment with business objectives.
• Drive issue resolution and elevate critical risks and decisions appropriately. Ensure successful execution of releases, deployments, go-lives, and transition to production support.

B. OpenText Exstream Delivery & Modernization

• Lead enterprise-wide OpenText Exstream implementation, migration, upgrade, and modernization initiatives.
• Manage programs involving document composition, template development, correspondence generation, workow integration, and omnichannel communications. Work closely with business and architecture teams to dene and implement target-state CCM solutions using OpenText Exstream.
• Oversee migration from legacy document generation platforms to OpenText Exstream. Coordinate Exstream developers, architects, business analysts, QA teams, infrastructure teams, and third-party vendors.
• Establish governance for template lifecycle management, content approvals, testing, deployment, and production support.
• Drive platform optimization initiatives focused on performance, scalability, maintainability, and operational eciency.
• Ensure adherence to branding, accessibility, compliance, regulatory, and data privacy standards.

C. Customer Communication Management (CCM)

• Lead delivery and transformation initiatives related to Customer Communication Management.
• Oversee CCM processes covering:
  • Document composition
  • Template management
  • Correspondence generation
  • Document delivery
  • Workow integration
  • Omnichannel customer communications
• Coordinate communication delivery across:
  • Print
  • Email
  • SMS
  • Customer portals
  • Mobile applications
  • Other digital communication channels

D. Customer Onboarding

• Lead transformation and implementation of end-to-end customer onboarding journeys across digital and assisted channels.
• Work with business, Operations, Product, Compliance, KYC, Technology, and Digital teams to improve onboarding experience.
• Identify and address onboarding process gaps, customer friction points, and operational bottlenecks.
• Drive initiatives to reduce time-to-onboard, customer drop-o, rework, and processing eort.
• Coordinate system integrations, workow changes, communications, and operational readiness.
• Dene and monitor onboarding KPIs and business outcomes.

E. Program Governance, Risk & Stakeholder Management

• Establish and manage the program governance framework, including:
  • Steering committees
  • Program status reporting
  • RAID management
  • Executive dashboards
  • Decision logs
  • Dependency management
  • Financial reporting
• Prepare and present regular program updates to senior client stakeholders and executive leadership.
• Build strong relationships with business stakeholders, technology teams, vendors, and third-party partners.
• Proactively manage risks, issues, assumptions, dependencies, and decisions. Ensure appropriate escalation and resolution of critical program issues.
• Manage scope changes, change requests, impact assessments, and approvals.
• Coordinate change management, training, communications, and organizational readiness. Ensure appropriate audit, compliance, security, quality, and regulatory requirements are addressed.
• Drive vendor governance and ensure third-party deliverables are aligned with program objectives.

3. Required Qualications & Experience

• 16+ years of overall experience, with at least 6+ years in Program Management, Project Management, CCM, or Enterprise Application Delivery.
• Proven experience delivering one or more of the following:
  • OpenText Exstream implementation or modernization
  • Customer Communication Management (CCM)
  • Document composition and correspondence platforms
  • Customer onboarding transformation
  • Customer experience transformation
  • Digital transformation initiatives
• Strong understanding of program governance, budgeting, resource management, risks, dependencies, and benets realization.
• Experience working with Agile, Waterfall, and Hybrid methodologies.
• Experience managing senior business and technology stakeholders.
• Strong client-facing communication, presentation, negotiation, and inuencing skills.
• Experience working with distributed global teams and third-party vendors.
• Excellent verbal and written English communication skills.
• Ability to work eectively across time zones.