Program & Project Manager

The Program and Project Manager role is responsible for leading the implementation of a new case management system while also supporting and managing broader business and IT projects and initiatives. This individual oversees software programs and project portfolios, balancing hands‑on system implementation with cross‑functional project leadership and ensures alignment between business needs and technology solutions, drives project execution, and ensures successful delivery across multiple initiatives.

The role requires strong stakeholder engagement, strategic planning, and execution capabilities, while providing superior customer service to both internal and external customers.

• Leads the end-to-end implementation of a new case management system, including planning, requirements gathering, process design, configuration oversight, stakeholder engagement, testing, deployment, and post-implementation optimization.
• Establishes program structure, governance, timelines, milestones, and success metrics for the case management system initiative.
• Partners with business leaders, IT, and vendors to align system capabilities with operational needs and strategic goals.
• Identifies process improvements, automation opportunities, and best practices to enhance system effectiveness.
• Leads and supports multiple concurrent business and technology projects and initiatives, ensuring prioritization, resource alignment, and on-time delivery.
• Develops and maintains project plans, timelines, risk logs, and status reports across initiatives.
• Collaborates with IT leadership to support broader technology roadmap execution and cross-functional project dependencies.
• Oversees software implementation, enhancements, and lifecycle management for current case management system and other business applications.
• Drives enhancement request process; prioritizes requests, gathers stakeholder input, and tracks to completion.
• Creates and maintains business requirement documents (BRDs) and functional specifications.
• Serves as liaison between business stakeholders, IT, and vendors to ensure clear communication and successful delivery.
• Coordinates user acceptance testing (UAT) to validate system functionality and business readiness.
• Manages change management processes, including communication plans, training, and user adoption strategies.
• Assists with development and maintenance of training materials, system documentation, and user manuals.
• Monitors program and project performance, proactively identifying risks and implementation migration strategies.
• Fosters team cohesion by consistently demonstrating diplomatic, professional, and effective written and verbal communication.
• Strictly adheres to company confidentiality policies and procedures, safeguarding sensitive information at all times.
• Performs other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Bachelor’s Degree or equivalent experience
• 5-7 years work experience in project and/or program management, including software or IT initiatives
• Demonstrated experience managing multiple concurrent projects or programs, including prioritization and resource coordination
• Strong experience working with cross-functional teams, including business stakeholders, IT, and vendors
• Must be proficient in Microsoft Office
• Strong knowledge of project management methodologies (PMP not required)
• Experience with project management and collaboration tools (Jira, Smartsheet, MS Project, Azure Dev Ops or similar)
• Experience coordinating and leading User Acceptance Testing (UAT)
• An understanding of the software development life cycle (SDLC) is a plus
• Strong verbal and written communication skills
• Strong decision making and organizational skills
• Ability to perform processing duties with minimal supervision
• High degree of professionalism and personal presence
• Ability to interact effectively and professionally, and provide exceptional service, both internally…