Senior Program Manager, Product

About the Role: 

The Senior Program Manager, Product is a critical role responsible for managing change and driving complex, cross-functional programs that deliver measurable value to Billtrust customers. You will serve as the primary point of contact for external customers across multiple large-scale programs—leveraging AI tools to maintain program clarity, anticipate risks, and ensure every stakeholder has the visibility and confidence needed to drive successful outcomes.

This role demands a proactive, customer-obsessed leader with deep expertise across portfolio management, relationship management, business analysis, product development, process definition, partner management, and resource management. You will lead programs that span multiple simultaneous projects across several business and technology areas, serving as a trusted advisor throughout the full project lifecycle—from discovery through implementation—while representing the customer’s voice at every stage.

What You'll Do: 

Customer Program Ownership & Relationship Leadership

• Own and manage large-scale, customer-facing programs involving multiple project teams, product teams, phases, partners, customer representatives, and third parties—serving as the primary customer relationship owner throughout.
• Lead all external customer communication and engagement, setting clear expectations around project timelines, milestones, and deliverables.
• Build and maintain trusted relationships with customer stakeholders at all levels, proactively communicating project status, risks, and decisions with transparency and confidence.
• Serve as the customer’s internal advocate, deeply understanding their goals and ensuring all configuration, product setup, and internal effort is prioritized and executed on their behalf.
• Handle direct client communications and escalations in a productive, solution-oriented manner that preserves trust and momentum.
• Other duties as assigned.

Cross-Functional Program Execution

• Work with internal teams to develop and maintain comprehensive, coordinated project plans using project management software, executing all stages of implementation with the customer experience at the center.
• Partner with product teams, system integrators, partners, and customers to resolve conflicts or concerns during project execution, ensuring customers remain informed and confident throughout.
• Maintain oversight and full accountability for the quality and timeliness of all customer-facing and internal project deliverables.
• Own and drive projects end-to-end—including customer stakeholder engagement, scope definition, and project scheduling—ensuring the customer voice is represented at every stage.
• Use AI tools to maintain program clarity, surface risks proactively, and keep stakeholders aligned across complex, multi-team engagements.

Organizational Leadership & Process Improvement

• Be an active leader in the organization, proactively identifying process gaps and implementing scalable solutions that improve the customer experience.
• Foster a collaborative, cross-functional culture and successfully influence internal teams to prioritize customer outcomes.
• Quickly learn and maintain deep knowledge of Billtrust’s organizational structure, product offerings, and configuration options in order to credibly represent capabilities to customers.
• Proactively identify and address project risks and understand their impact on the broader customer portfolio, communicating findings clearly to executive audiences.

What You'll Bring: 

Required Skills:

• 8+ years of experience in full lifecycle management of medium to large-scale technical projects, with significant customer-facing program ownership.
• Proven success as a senior project and/or program manager, independently managing complex initiatives with direct accountability for external customer relationships.
• Experience overseeing a portfolio of projects with the ability to discuss both technical and business requirements in detail with customer and executive audiences.
• Critical thinking skills to analyze complex situations and independently determine the appropriate course of action, including in high-stakes customer scenarios.
• Demonstrated experience in issue resolution and difficult negotiations, with the ability to influence internal teams and external stakeholders toward mutually beneficial outcomes.
• Strong sense of urgency and proven ability to drive project teams to meet stringent timelines for both internal and external deliverables.
• Excellent written and oral communication skills, with demonstrated experience leading client-facing meetings, executive presentations, and status reviews.
• Demonstrated ability to use AI tools to improve program visibility, stakeholder communication, and cross-team coordination at scale.

Preferred Skills:

• Bachelor’s degree with a technology or business emphasis, or equivalent education and experience.
• PMP, PgMP, or equivalent project/program management certification.
• Experience in fintech, B2B SaaS, or accounts receivable technology environments.
• Track record using AI-powered project management tools to proactively surface risks, improve stakeholder reporting, and accelerate cross-functional alignment.

The expected base salary range for this position is $140,000 - $145,000 annually.