Principal Services Program Manager

Own the Portfolio Oversee the PM function across multiple concurrent FDE engagements simultaneously Maintain situational awareness across all active programs: outcome status, scope health, open risks, and customer relationship signals Intervene directly in engagements where scope, delivery, or the customer relationship is at risk Ensure consistency of outcome framing, change control standards, and customer communication across all engagements Manage capacity and assignment decisions for Lead PMs across the portfolio Lead Executive Customer Relationships Own the customer relationship at CXO and Senior VP level for the most strategic FDE accounts Lead executive business reviews: translate program-level outcomes and ROI into a narrative that resonates at the executive layer Navigate organizational complexity within customer accounts: competing stakeholders, shifting priorities, political dynamics Position UKG FDE as a strategic partner through sustained executive presence and outcome discipline -- not just a vendor delivering a project Serve as the escalation point for any customer relationship issue the Lead PM cannot resolve Shape Deals and Engagements Partner with the FDE Practice Lead and Enterprise Sales on opportunity qualification and SOW structure Pressure-test proposed engagements for outcome clarity, scope risk, and customer readiness before commitments are made Shape SOW language so that outcome definitions are precise, measurable, and defensible at closeout Identify expansion and follow-on opportunities during active engagements and bring them into the pipeline with the right framing Advise on pricing structure and scope design for complex or multi-phase deals Build the PM Practice Define and maintain the FDE PM playbook: outcome definition frameworks, change control standards, customer communication templates, phase gate criteria, and closeout protocols Mentor and develop Lead PMs; provide direct coaching on scope judgment, executive communication, and escalation handling Extract patterns from completed engagements and translate them into reusable practices that make future programs faster and more consistent Contribute to the FDE accelerator through engagement model assets: how we structure, run, and close programs more efficiently over time 8+ years experience with customer-facing program management in forward deployed or embedded services model Demonstrated experience managing CXO-level customer relationships in high-stakes, complex enterprise environments Track record of running multiple simultaneous complex programs without loss of quality or customer confidence Strong commercial instincts: ability to read deal health, scope risk, and expansion opportunity in real time Experience shaping engagement structures and SOW language, not just executing against them Ability to operate in high-ambiguity environments with limited oversight; your judgment does not require escalation for routine complexity Experience building or significantly improving a PM operating model, delivery framework, or practice playbook