Associate Director leading program management for TaRL Africa, overseeing operations and partnerships across Sub - Saharan Africa. Managing a team, strategic planning, and stakeholder engagement.
About the role
- Program Manager ensuring successful execution of contract entitlements within LRN's client accounts in Mumbai, India. Acting as a strategic delivery partner to align client goals with operational efficiency.
Responsibilities
- Ensure clients receive their full contractual entitlements
- Monitor risks, manage escalations, and proactively solve delivery challenges
- Identify upsell and expansion opportunities in coordination with Sales and Customer Success teams
- Maintain high satisfaction through roadmap oversight and stakeholder engagement
- Act as the operational hub between Sales, Delivery, Product, and Support teams
- Plan a program of work and coordinate cross-functional execution of client programs with a clear structure and accountability ensuring delivery to overarching plan
- Oversee and track deliverables and SLAs across internal teams, including Project Managers
- Escalate and track resolution of product-related issues
- Ensure effective client ticket management and triage processes are followed
- Design reusable and scalable delivery frameworks prior to project execution by PMs
- Lead turnaround efforts for Red and Amber status accounts
- Partner with Sales and Customer Success to stabilize relationships and ensure renewal readiness
- Facilitate structured solutioning conversations with CSMs and BSMs
- Act as the main point of contact for clients on delivery matters
- Represent client priorities internally and advocate for their needs across teams
- Manage executive and operational communications with clarity and transparency
- Identify gaps in workflows and propose improvements to enhance scalability and impact
- Drive refinement of internal systems within the Bespoke and Professional Services teams
- Contribute to playbooks, templates, and process documentation to enable consistent program execution
- Track and monitor delivery against contractual commitments
- Coordinate internal collaboration across Delivery and Support
- Keep clients informed and aligned on milestones and deliverables
- Ensure PGMs are informed of contract changes, new projects, and customization needs
- Collaborate with Delivery PMO to maintain visibility into managed account updates
Requirements
- 8+ years of experience working in a business environment, providing project management or Business-to-Business client support services
- Ideally 3-5 years of experience, working closely with sales people to service and support clients
- Excellent communication and stakeholder management skills
- Some knowledge or experience supporting individuals who are using a business application
- Must know how to use office related products (i.e. excel, word, powerpoint) and a working knowledge of technology and system interfaces
- Must be able work with technical individuals and translate technical speak to clients
- Must be able to bring clarity, structure and discipline to a variety of situations and environments
- Knowledge of ethics & compliance or experience in a SaaS environment
- Familiarity with managing Learning Management System (LMS) projects
- You are expected to work in rotating shifts which will include working in Night Shifts and early Morning Shifts as required to support global clients
Benefits
- Excellent medical benefits, including family plan
- Paid Time Off (PTO) plus India public holidays
- Competitive salary
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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