Senior Program Manager, Customer Experience

IXOPAY is an enterprise-grade global payment infrastructure platform providing AI-driven intelligence, payment orchestration, advanced tokenization, and payment optimization tools. The Senior Program Manager, Customer Experience will lead complex enterprise customer implementations, coordinate cross-functional teams and external partners, manage delivery risks, and improve implementation methodologies and customer outcomes.

Responsibilities:

• Own the end-to-end delivery of complex enterprise customer implementations, from discovery and solution planning through testing, migration, go-live, and production ramp-up
• Develop and manage detailed program plans, timelines, milestones, and dependencies that enable successful project execution
• Ensure implementation activities remain aligned with customer objectives, business priorities, and technical requirements
• Coordinate internal teams across Engineering, Product, Customer Experience, Solutions Engineering, and Support to ensure successful program delivery
• Partner with customer stakeholders, including technical, operational, treasury, fraud, and business teams, as well as external payment providers and technology partners
• Facilitate clear communication across all stakeholders, ensuring alignment throughout every stage of implementation
• Proactively identify risks, dependencies, assumptions, and potential delivery challenges, driving mitigation plans before they impact project timelines
• Provide governance for payment data and token migration activities while supporting secure, compliant implementation practices
• Monitor program health through structured reporting, issue management, and executive-level status updates
• Lead regular program reviews with internal leadership and enterprise customers, providing clear visibility into progress, risks, and next steps
• Capture lessons learned and continuously improve implementation playbooks, onboarding processes, and delivery frameworks
• Partner with Product and Engineering teams to share customer insights that improve future implementations and platform capabilities

Requirements:

• 7+ years of experience leading large-scale technical programs, enterprise software implementations, or complex customer delivery initiatives
• Experience managing cross-functional programs involving Product, Engineering, Customer Success, and external stakeholders
• Strong understanding of enterprise software delivery, cloud platforms, APIs, integrations, and modern software development practices
• Experience managing complex implementation projects with multiple workstreams, dependencies, and executive stakeholders
• Excellent communication, organizational, and stakeholder management skills
• Strong problem-solving skills with the ability to influence cross-functional teams and drive decisions in complex environments
• Experience using project and program management tools such as Jira, Confluence, Asana, Smartsheet, or similar platforms
• Experience within FinTech, payments, or financial services
• Knowledge of payment orchestration, payment gateways, acquiring, tokenization, PCI DSS, or 3D Secure (3DS)
• Experience working with enterprise customers through complex technical implementations
• Project Management Professional (PMP), Agile, Scrum, or similar certifications
• Experience working within fast-growing SaaS or infrastructure software organizations