Director, Program Management - Portland - tyfonecom

Description

This is a remote position.

Job Description – Director, Program Management (USA Remote)

About the company:

Tyfone, a global leader in the SaaS Digital Banking, Youth Banking, and Digital Payments sectors, is redefining how the world engages with digital finance and payments. Our digital solutions empower individuals, families, and businesses to simplify and make it easier to manage their financial lives, achieve their financial goals, and improve their financial health. Our solutions power digital services for banks and credit unions across the U.S.

Tyfone is a leader in the digital banking sector, offering a range of solutions including nFinia Retail Digital Banking, nFinia Business Digital Banking, and Harmoney Management Console. We also provide payment solutions such as FedNow Instant Payment Xchange (IPX), Skip-A-Pay, and Quick Pay. Over 100 customers trust Tyfone's solutions, which are supported by over 200 integrations and over 140 patents. Tyfone has been recognized as a Best Place to Work in Fintech by American Banker and has received multiple awards for its solutions. The company operates with a lean-team model for external engagements to manage costs, increase selling time, and accelerate pipeline velocity. Tyfone values collaborative execution as the path to market leadership.

We are an equal-opportunity employer, and we encourage candidates from diverse backgrounds to apply.

About the role:

The Director of Program Management is responsible for leading and developing a high‑performing Customer Program Management organization that owns not only customer relationships but also shepherds complex technical program management by customer. This role ensures clear ownership for customer outcomes, disciplined execution across complex programs, and tight coordination between customers, engineering, delivery, and support teams. The ideal candidate has deep Fintech experience, strong technical acumen, and a proven track record leading customer‑facing program or delivery teams in a SaaS environment.

Responsibilities

1. Team Leadership & Org Development:
   

• Lead, mentor, and coach a team of Customer Program Managers who own end‑to‑end customer relationships and program delivery across their portfolio.
  

• Hire, train, and onboard new team members with both business and technical skills (digital banking, integrations, data, and core systems).
  

• Establish clear performance expectations, goals, and career paths focused on program delivery, customer health, and value realization.
  

• Foster a positive, collaborative team environment that emphasizes accountability, proactive communication, and continuous improvement.
  

1. Customer Program & Relationship Ownership:
   

• Serve as executive sponsor for strategic customers, building strong relationships with key stakeholders and ensuring program‑level alignment on objectives, scope, and success criteria.
  

• Structure customer engagements as clearly defined programs with agreed deliverables, timelines, and governance (steering meetings, status reviews, risk/issue logs).
  

• Ensure Program Managers proactively identify and address customer needs, manage expectations, and drive adoption of key product capabilities as part of program execution.
  

• Oversee regular customer business and program reviews, focusing on value delivered, roadmap alignment, and upcoming initiatives.
  

1. Technical Program & Delivery Management:
   

• Establish a program management framework for customer initiatives (implementations, major upgrades, complex integrations, and strategic projects) with clear stage gates, entry/exit criteria, and acceptance criteria.
  

• Partner closely with Product, Engineering, Delivery, and Support to prioritize and sequence work tied to customer commitments; ensure alignment between customer-facing promises and internal execution.
  

• Drive disciplined management of scope: freeze deliverable lists at agreed milestones, manage change requests, and protect engineering capacity while meeting contractual obligations.
  

• Ensure Program Managers and technical leads are actively managing risks, dependencies, and issues, and that escalations are handled through structured paths instead of ad‑hoc executive intervention.
  

1. Customer Onboarding, Adoption & Value
   

• Design and oversee standardized, scalable onboarding programs that clarify responsibilities across Program Managers, internal teams, and customer resources.
  

• Embed adoption milestones, enablement, and success metrics into each program plan so that "go‑live" is a stage, not the endpoint.
  

• Partner with Product Marketing, Training, and Support to ensure customers have the content, training, and resources needed to fully leverage the platform post‑go‑live.
  

1. Customer Retention, Expansion & Health
   

• Own program‑level visibility into renewal, expansion, and churn risk across the portfolio; work with Sales and Finance to forecast and influence net revenue retention.
  

• Implement proactive health monitoring that combines usage, support trends, delivery status, and relationship signals into a holistic customer health view.
  

• Guide Program Managers in identifying upsell and cross‑sell opportunities that align with each customers roadmap and program outcomes.
  

1. Data, Reporting & Operational Controls
   

• Define and track key program and customer success metrics, including program delivery performance (on‑time, on‑scope), customer satisfaction, churn, and customer lifetime value.
  

• Maintain a visible, prioritized portfolio of customer programs and critical issues with clearly assigned owners, SLAs, and due dates.
  

• Produce regular executive‑level reporting on portfolio status, risks, and dependencies across customers and internal teams.
  

• Use data and insights to refine playbooks, improve forecasting, and drive higher predictability in delivery and customer outcomes.
  

1. Process Improvement & Tooling
   

• Continuously refine customer program and success processes, including intake, scoping, change control, escalation, and post‑mortems.
  

• Implement and standardize best practices in program governance, customer communication, and stakeholder management across all accounts.
  

• Leverage tools such as Salesforce, Wrike, Jira, and analytics platforms to improve visibility, automation, and efficiency across the customer lifecycle.
  

Skills and Qualifications

• 7+ years of experience in Program/Project Management, Customer Success, or related post‑sales leadership roles in SaaS.
  

• Extensive experience in the Fintech industry and with financial institution clients (community banks, credit unions, or similar) is required.
  

• Proven success leading and developing high‑performing teams that manage complex, multi‑stakeholder customer programs.
  

• Proficiency with Salesforce and at least one project/portfolio management tool (e.g., Wrike, Jira, or equivalent).
  

• Strong understanding of Fintech core systems, digital banking platforms, payment rails, and common integration patterns (APIs, file‑based, SSO, etc.).
  

• Experience using data analysis and reporting tools to track customer health, program performance, and operational KPIs.
  

• Exceptional leadership, communication, and interpersonal skills, with the ability to influence across executive, technical, and operational stakeholders.
  

• Strong problem‑solving and analytical skills, with a bias toward structured decision‑making and clear prioritization.
  

• Excellent program and project management skills, including risk management, dependency tracking, and stakeholder governance.
  

• Ability to build and maintain strong relationships with customers and internal teams while holding the organization accountable to commitments.
  

• Highly results‑oriented with a strong work ethic and an obsession for customer success, delivery excellence, and predictable outcomes.