Program Manager Special Projects

Company Overview:

At Vonage, we are revolutionizing customer and employee engagement through a unified, intelligent, and omni-channel platform that empowers exceptional customer and employee experiences. Our cutting-edge Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) solutions deliver seamless integration, advanced omnichannel communications capabilities, and next-generation technology to meet the evolving demands of businesses worldwide. We are committed to driving transformation by providing innovative, customer-centric solutions that enable organizations to engage, interact, and deliver personalized service at scale.

As a rapidly growing software company, we are looking for a program manager to join our product management organization to lead complex cross-functional long term projects. 

Role Overview:
The Program Manager (Complex Projects) will manage multi-quarter and multi-year initiatives focused on delivering new and innovative capabilities that combine functionality across our CCaaS,UCaaS, AI and back office applications (quoting, provisioning, ordering, billing). These are highly strategic initiatives that will require coordinating multiple features across multiple product teams over an extended period of time.

This individual will play a critical role in ensuring successful execution, delivery, and integration of multiple, interdependent product lines that are central to our business strategy.

Key Responsibilities:

• Program Leadership: Manage and lead cross-functional teams (product, engineering, marketing, sales, and customer support) to successfully deliver SaaS solutions, particularly within CCaaS, UCaaS, and AI domains, ensuring alignment with business objectives and customer needs.
• End-to-End Delivery: Own the end-to-end lifecycle of complex SaaS product capabilities, from planning and scoping to execution and post-launch support, ensuring timely delivery, within scope and budget.
• Stakeholder Management: Collaborate with executive leadership, product management, engineering, and other key stakeholders to define and refine program goals, scope, timelines, and key performance indicators (KPIs).
• Risk & Issue Management: Identify, assess, and mitigate program risks and issues that could impact timelines or quality. Proactively develop contingency plans and communicate status to leadership.
• Product Roadmap Alignment: Ensure program deliverables align with the overall product roadmap, helping define and prioritize features across multiple quarterly  releases to ensure the long term objectives are met.
• Metrics & Reporting: Establish and track program performance metrics, deliver regular status updates, and present reports to senior management. Analyze data to recommend improvements and measure ROI.
• Cross-Functional Collaboration: Build strong relationships with various teams, including Engineering, QA, Sales, Marketing, and Support, to ensure seamless product rollouts and ongoing product optimization.

Qualifications:

• Experience:
• Minimum 5 years of experience managing large, complex SaaS-based programs, preferably in CCaaS, UCaaS, AI, or related industries.
• Proven track record of delivering SaaS solutions at scale, working with agile methodologies (Scrum, Kanban, etc.).
• Strong experience managing cross-functional teams and collaborating across engineering, product, BSS, and operations.
• Experience in operational aspects of a SaaS product - quoting, ordering, provisioning, billing, support systems.
• Technical Expertise:
• Knowledge of the CCaaS, UCaaS, and AI product landscape, including cloud technologies, APIs, integrations, and data flows.
• Knowledge of quote to cash flows and systems that are involved at each step.
• Comfortable navigating technical discussions and able to communicate effectively with engineering teams.
• Leadership Skills:
• Strong leadership and interpersonal skills, with the ability to influence without direct authority.
• Experience working with senior leadership to drive business goals and deliver on strategic initiatives.
• Problem-Solving and Analytical Skills:
• Excellent problem-solving, decision-making, and analytical skills.
• Ability to manage competing priorities and deliver results in a fast-paced, dynamic environment.
• Communication:
• Exceptional written and verbal communication skills, with the ability to present complex ideas to both technical and non-technical stakeholders.
• Education:
• Bachelor’s degree in Business, Engineering, Computer Science, or a related field.
• Project Management certifications (e.g., PMP, Scrum Master, etc.) are a plus.

Preferred:

• Experience with AI-driven solutions or products.
• Experience in building and scaling cloud communications platforms.
• Knowledge of DevOps, CI/CD, and other modern software delivery practices.