Program Manager - Client Delivery & Project Coordination

Program Manager

Position: Program Manager

Location: Mumbai, India

About LRN:

LRN is the world’s leading dedicated ethics and compliance SaaS company, helping more than 30 million people every year navigate complex regional and global regulatory environments and build ethical, responsible cultures. With over 3,000 clients across the US, EMEA, APAC, and Latin America—including some of the world’s most respected and successful brands—we’re proud to be the long-term partner trusted to reduce organizational risk and drive principled performance.

Named one of Inc Magazine’s 5000 Fastest-Growing Companies, LRN is redefining how organizations turn values into action. Our state-of-the-art platform combines intuitive design, mobile accessibility, robust analytics, and industry benchmarking—enabling organizations to create, manage, deliver, and audit ethics and compliance programs with confidence. Backed by a unique blend of technology, education, and expert advisement, LRN helps companies turn their values into real-world behaviors and leadership practices that deliver lasting competitive advantage.

About the role:

The Program Manager (PGM) is a strategic delivery partner, responsible for ensuring successful execution of contract entitlements for managed accounts. As the orchestrator between client goals and internal execution teams, the PGM ensures delivery alignment, stakeholder satisfaction, and operational efficiency. PGMs proactively mitigate risks, support account growth, and streamline collaboration across functional teams. This role is critical in stabilizing at-risk accounts and shaping scalable solutions that drive long-term client success. 

Requirements

What you'll do:

• Ensure clients receive their full contractual entitlements
• Monitor risks, manage escalations, and proactively solve delivery challenges
• Identify upsell and expansion opportunities in coordination with Sales and Customer Success teams
• Maintain high satisfaction through roadmap oversight and stakeholder engagement
• Act as the operational hub between Sales, Delivery, Product, and Support teams
• Plan a program of work and coordinate cross-functional execution of client programs with a clear structure and accountability ensuring delivery to overarching plan
• Oversee and track deliverables and SLAs across internal teams, including Project Managers
• Escalate and track resolution of product-related issues
• Ensure effective client ticket management and triage processes are followed
• Design reusable and scalable delivery frameworks prior to project execution by PMs
• Lead turnaround efforts for Red and Amber status accounts
• Partner with Sales and Customer Success to stabilize relationships and ensure renewal readiness
• Facilitate structured solutioning conversations with CSMs and BSMs
• Act as the main point of contact for clients on delivery matters
• Represent client priorities internally and advocate for their needs across teams
• Manage executive and operational communications with clarity and transparency
• Identify gaps in workflows and propose improvements to enhance scalability and impact
• Drive refinement of internal systems within the Bespoke and Professional Services teams
• Contribute to playbooks, templates, and process documentation to enable consistent program execution
• Track and monitor delivery against contractual commitments
• Coordinate internal collaboration across Delivery and Support
• Keep clients informed and aligned on milestones and deliverables
• Ensure PGMs are informed of contract changes, new projects, and customization needs
• Collaborate with Delivery PMO to maintain visibility into managed account updates

What we're looking for:

• 8+ years of experience working in a business environment, providing project management or Business-to-Business client support services  
• Ideally 3-5 years of experience, working closely with sales people to service and support clients 
• Excellent communication and stakeholder management skills 
• Some knowledge or experience supporting individuals who are using a business application 
• Must know how to use office related products (i.e. excel, word, powerpoint) and a working knowledge of technology and system interfaces
• Must be able work with technical individuals and translate technical speak to clients  
• Must be able to bring clarity, structure and discipline to a variety of situations and environments 
• Knowledge of ethics & compliance or experience in a SaaS environment
• Familiarity with managing Learning Management System (LMS) projects
• You are expected to work in rotating shifts which will include working in Night Shifts and early Morning Shifts as required to support global clients 

Benefits

• Excellent medical benefits, including family plan

• Paid Time Off (PTO) plus India public holidays 
• Competitive salary

LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Experience Level

Senior Level