Senior Program Director

Wundermanthompson; New York (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

VML is seeking a Senior Program Director to serve as the strategic and operational CX & DTC Delivery Lead for a flagship enterprise digital commerce platform launch on a major healthcare client. You will lead end-to-end delivery, bridging CX design, product ownership, and technical execution, guiding large cross-functional teams through agile delivery from discovery to pilot launch.

In this client-facing role, you will establish operational readiness, manage RAID logs, and ensure seamless

Qualifications

• Extensive program leadership experience in digital commerce.
• Proven ability to orchestrate large, multi-disciplinary teams.
• Strong stakeholder management and executive communications.

Responsibilities

• Lead senior client stakeholders and agency leadership as strategic/operational CX & DTC lead.
• Establish operational readiness framework and define end-to-end processes.
• Drive product and CX delivery from concept through activation.
• Facilitate agile ceremonies, PI planning, and cross-workstream coordination.
• Manage budget, scope, and risk across a multi-million-dollar program.

Skills

Program management

Leadership

Agile delivery

Digital product ownership

Stakeholder management

Tools

Jira

Confluence

Monday.com

Figma

Job description

Who We Are

VML is a global creative company that combines brand experience, customer experience, and commerce to create connected brands that drive growth. Guided by a Human First philosophy, VML is known for its innovative work for brands and consistently ranks among the world's leading creative companies, including the WARC Creative 100. VML's global network spans 55+ markets with principal offices in Buenos Aires, Kansas City, London, New York, São Paulo, Shanghai and Singapore.

VML is part of WPP, the trusted growth partner for the world's leading brands. Powered by exceptional talent and our agentic marketing platform WPP Open, WPP unites cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions and expert strategic counsel.

For more information, please visit www.vml.com and follow along on LinkedIn #WeAreVML.

Who We Are Looking For:

VML is hiring a Senior Program Director to serve as the strategic and operational CX & DTC Delivery Lead for a flagship enterprise digital commerce platform launch on one of our largest healthcare clients.

In this client-facing role, you will lead the end-to-end delivery of an innovative, consumer-centric digital commerce ecosystem-bridging modern customer experience (CX) design, digital product ownership, and technical execution. We are looking for a platform and commerce delivery leader who understands online transaction mechanics, consumer onboarding/qualification flows, and site architecture. You don't need deep healthcare or life sciences experience; rather, you bring proven mastery in orchestrating large-scale digital product roadmaps, standing up operational readiness frameworks, and driving complex, multi-disciplinary teams through agile delivery from discovery through pilot launch.

What You'll Do:

People & Team Leadership | Partner directly with senior client stakeholders and agency leadership to serve as the strategic and operational lead for the CX & DTC workstreams. Lead, inspire, and mentor a dedicated program delivery pod, while orchestrating cross-functional teams spanning experience strategy, UX/UI, technical architecture, engineering, and partner agencies.

Operating Model & Process | Establish the foundational operational readiness framework for the engagement. In the early phases, you will map end-to-end processes, cross-functional stakeholders, workflows, and RACI models to define ways of working and team governance. Own program-level RAID logs, dependency management, milestone tracking, and cross-workstream coordination across agile release trains.

Product & CX Delivery | Operate with a DTC digital commerce product owner mindset. Champion the customer experience strategy from concept through activation, ensuring that consumer journeys (education, qualification/intake, transaction mechanics, and fulfillment touchpoints) translate seamlessly into technical user stories, backlog prioritization, and site architecture.

Agile Governance & Delivery | Lead and facilitate structured agile ceremonies, cross-team sprint cadences, and Program Increment (PI) planning sessions across multiple technology, design, and commercial workstreams. Leverage tools like Jira, Confluence, Monday.com, and Figma to maintain unified delivery visibility, transparent communications, and velocity.

Commercials & Program Governance | Manage workstream scope, deliverables, and resource allocation across an enterprise-level multi-million-dollar program budget. Partner with account and finance leads to monitor staffing plans, utilization, burn rates, and statement of work (SOW) compliance, proactively mitigating delivery risks.

Who You Are:

A Digital Commerce Architect & Builder | You have hands-on experience standing up new direct-to-consumer digital commerce platforms from the ground up. You understand how online transactions actually work-from consumer intake and authentication to data privacy, catalog management, and checkout flows.

A Strategic Product-to-Delivery Translator | You bridge the gap between high-level customer experience vision and tactical technical execution, comfortably translating business needs into detailed technical requirements, user stories, and release roadmaps.

A Systems & Process Innovator | You thrive in establishing order within ambiguity. You enjoy defining governance, crafting RACI matrices, mapping complex dependencies, and building operational rigor that enables large teams to move fast with confidence.

Open, Collaborative, and Resilient | You excel in senior client-facing environments, with an innate ability to navigate enterprise complexity, build consensus among diverse stakeholders, and keep delivery teams motivated, aligned, and focused on shared milestones.

Ego-less & Hands-On | While you provide high-level strategic direction, you are equally comfortable diving into the details-auditing a user flow, managing a RAID log, building an executive narrative deck, or unblocking