Program Manager - IFS TheLoops at IFS NORTH AMERICA INC

Colombo, Western Province, Sri Lanka -

Full Time

Start Date

Immediate

Expiry Date

01 Feb, 26

Salary

0.0

Posted On

03 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Program Management, Customer Engagement, Workshop Ownership, Operations Management, Team Leadership, Risk Management, Performance Monitoring, Continuous Improvement, Customer Success, AI Technologies, APIs, Data Migration, Software Integrations, Communication Skills, Project Delivery Methodologies, Technical Understanding

Industry

Software Development

Description

Company Description IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge. At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust. We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view. By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world. We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference. If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS. Job Description About TheLoops TheLoops, an IFS company, is the first enterprise-grade AI Agent platform built for SaaS, CX, and mission-critical industries. Our AI Agents are like digital coworkers: secure, always learning, and working 24/7 to drive measurable business outcomes. As we grow, we're looking for mission-driven individuals to help us deliver the future of AI-powered operations. At TheLoops, we: Lead with Curiosity: We ask questions, learn, and communicate with respect for each other. Learn by Making: We iterate fast to deliver tangible solutions with humility. Listen to the Loop: We use data and feedback to map our path to success and measure it with autonomy and empathy. TheLoops is redefining how modern support organizations scale. TheLoops is redefining how modern organizations scale, and our customers rely on us to unify their technical stack and deliver real-time, AI-powered insights and Agentic capabilities As a Program Manager, you will be a key member of a newly formed team, responsible for delivering our most high-profile customer engagements. This means you’ll be: Program Management: Leading and managing multiple enterprise-level projects from initiation through delivery, optimization, and tuning. You’ll ensure projects are completed on time, within scope, and on budget, adhering to our Services Methodology approach. Customer Engagement: Building and maintaining strong relationships with key stakeholders, including senior leaders and project managers. You’ll serve as the primary point of contact for project-related activities and help educate clients on the nuances of AI and AI assistants. Workshop Ownership and Execution: Taking ownership of developing workshops to support the creation of user stories and technical requirements for our customers’ AI assistants. Operations: Managing dependencies and resources, initiating change orders, and documenting all key decisions and meeting outcomes. You’ll also support the sales process as needed to instill customer confidence. Team Leadership: Coordinating services team members—including solution architects, implementation specialists, and integration engineers—to ensure cohesive project execution. You’ll also collaborate with product, customer success, and sales teams. Risk Management: Identifying potential project risks and proactively developing mitigation strategies. You’ll serve as the primary escalation point for issues that could jeopardize customer satisfaction or project completion. Steering Committee Ownership: Providing regular project updates to key senior stakeholders at both TheLoops and the customer’s organization. Performance Monitoring: Tracking project performance in real time, analyzing key metrics, and preparing detailed status reports and dashboards for clients and internal teams. Continuous Improvement: Implementing best practices and lessons learned to enhance the efficiency and effectiveness of project delivery and advancing operational prowess through collaboration with Services leadership. Customer Success: Working closely with Sales and Customer Success to ensure a seamless handover and continued client satisfaction post-implementation, as well as executing follow-on projects to grow customer value. Qualifications You have 7+ years of experience in program or project management, with a focus on enterprise clients within the technology or SaaS industry. You have a strong understanding of AI technologies, particularly in deploying conversational AI and automation solutions for large enterprises. You can communicate the nuances of AI to both technical and non-technical audiences. You have a deep understanding of consumer customer service best practices and strategies. You are technically adept and comfortable with APIs, data migration, and configuring complex software integrations. You’re passionate about AI and possess a working understanding of concepts like LLMs, embeddings, prompt engineering, and vector databases. You have a bachelor’s degree in Business, Information Technology, or a related field; a PMP or similar certification is highly desirable. You have proven experience building project delivery methodologies and processes. You’re a natural leader with excellent communication skills and the ability to manage multiple projects simultaneously. You’re willing to travel up to 20% of the time Additional Information We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.

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Responsibilities

As a Program Manager, you will lead and manage multiple enterprise-level projects, ensuring they are completed on time and within scope. You will also build strong relationships with stakeholders and educate clients on AI technologies.