Customer Program Manager

The Customer Program Manager (CPM) is responsible for leading Syringa's most complex customer implementations, strategic initiatives, and multi-site deployments from project initiation through successful service activation. This role serves as the customer advocate during implementation, ensuring alignment between customers, Sales, Operations, Engineering, Customer Success, and external vendors. The CPM owns large-scale programs that may involve multiple locations, phased deployments, construction dependencies, carrier coordination, and executive stakeholder management.

In addition to managing strategic customer initiatives, the CPM provides leadership and mentorship to Customer Delivery Managers by promoting project management best practices, risk management, and delivery excellence. The Customer Program Manager plays a critical role in ensuring Syringa delivers exceptional customer experiences while successfully executing high-value, business-critical projects. Core Responsibilities Strategic Program Management Lead Syringa's largest and most complex customer implementations.

Manage multi-site, multi-phase, and high-visibility customer projects. Develop project plans, timelines, milestones, and communication strategies. Identify project dependencies and coordinate resources across departments. Drive accountability among internal teams and external partners. Ensure customer expectations are aligned with operational realities. Customer Engagement Serve as the primary point of contact for customer implementation projects.

Lead kickoff meetings and project reviews. Establish communication cadence with project stakeholders. Provide proactive updates on milestones, risks, and project status. Build confidence and trust throughout the implementation lifecycle. Coordinate efforts between: Sales Customer Delivery Operations Engineering Customer Success Vendors and Carrier Partners Facilitate alignment meetings and decision-making discussions. Ensure commitments made to customers are achievable and supported internally.

Promote accountability across project stakeholders. Project Governance & Risk Management Maintain project plans, risk registers, and status reporting. Identify risks, roadblocks, and resource conflicts early. Escalate issues appropriately and drive resolution. Ensure all stakeholders remain informed and aligned. Monitor project health and recommend corrective actions when necessary. Delivery Excellence & Process Improvement Establish and improve project management standards, tools, and reporting.

Develop implementation playbooks and best practices. Analyze recurring delivery challenges and recommend improvements. Contribute to CX operational maturity and scalability initiatives. Assist in defining program management methodology across the organization. Mentorship & Development Serve as a resource and mentor for Customer Delivery Managers. Support development of project management skills within the CX team.

Share lessons learned and implementation best practices. Assist with onboarding and training of new delivery personnel.