Senior. Program Manager, Customer Delight Engine

What You Will Own Delivery Governance Full visibility of every client engagement. Stage, health, risk, and escalation — in real time. You know before anyone else when something is slipping. Every project tracker reflects outcome commitments, not just task lists. Process Enforcement Four cycles. SOPs. Anchor PM. PRD discipline. You audit. You flag. You close gaps. If it's documented but not followed — that's your queue to fix the problem. Statement of Work Alignment What was sold must match what is being built. You track fidelity between commercial commitments and delivery reality. Drift gets flagged before it becomes a loss — for GoComet or for the customer. Customer Outcome Mapping PMs, CSMs, and Solution Specialists must track outcomes — not milestones. You ensure the entire Customer Delight Engine is measuring what changes in the real world for the customer, not just what tasks got closed. Hiring Operations Every open position in the Customer Delight Engine is your responsibility. Not to recruit — to own velocity and quality. Positions moving, candidates coming in. You drive this. Staffing & Resourcing You own the staffing plan aligned to our AI-native transformation roadmap. Is there enough capacity? Are gaps visible before they become delivery failures? Is the plan keeping pace with where we are heading? POD Structure GoComet runs customer-aligned PODs. You assess their health, spot structural problems, and drive improvements. Handoffs clean. Roles clear. Escalation paths working. Transformation Metrics Two metrics. Both must rise together: Revenue per Employee and Tokens per Employee. You own the measurement, the reporting, and the accountability for whether the Customer Delight Engine is genuinely moving toward AI-native delivery — or just saying it is. AI-Native Product Initiatives You drive initiatives that make the Customer Delight Engine progressively more AI-native — AI-powered integrations, outcome dashboards CSMs can build themselves, configuration-driven workflows that remove engineering dependency. You do not just manage these. You ensure these are delivered. How You'll Work As the Operator Weekly delivery reviews. Cross-team process enforcement. Trackers and systems that make accountability structural. You do not chase people — you build systems, so they do not need to be chased. As the Transformation Driver You use AI tools to drive the internal transformation of the Customer Delight Engine — not to build products, but to change how the org itself works. You prototype AI-native alternatives to how the team currently operates, demonstrate what a transformed delivery function looks like in practice, and drive adoption from the inside. The people who need to change how they work need to see what is possible first. You are the one who shows them. As the Anchor You are the connective tissue between Sales, Discovery, Build, and Deploy. When something falls through the gap between teams — that is your gap. You own it. You close it. Who You Are You don't ask: "What should we track?" You ask: "What must change in the real world for this to matter?" Must-Have ● 5–7 years across delivery, product, transformation, or operations roles — ideally a combination, not a single track ● Led or managed large-scale digital transformation programs across multiple organisations or teams simultaneously ● Heavy stakeholder management — business leaders, enterprise customers, cross-functional teams, all at once ● Strong process design and enforcement background — has built SOPs in complex environments and made them actually stick ● Enterprise B2B exposure — understands how implementation quality drives renewal, expansion, and reference value ● Technical sensibility: not a developer, but not intimidated by tech. Can read architecture diagrams, understand integration patterns, and hold substantive conversations with engineers Can use AI tools to build working proof-of-concepts — Claude, GPT, Cursor, or equivalent. Not just as a user — as a builder ● Understands LLM concepts at a working level — enough to evaluate, drive, and communicate AI- native delivery initiatives ● Outcome-obsessed — knows the difference between a team that is busy and a team that is delivering Nice to Have ● Background in logistics, freight, or supply chain operations ● Experience building internal AI tools, agents, or workflow automations ● Has previously acted as a deputy or operator for a senior leader ● Zero-to-one product or platform experience What This Role Is NOT ● Not a Sr. Program Manager who manages calendars and owns meeting notes ● Not a programme manager who tracks task completion ● Not an analyst who builds decks and hands them upward ● Not a consultant who recommends changes and moves on This is the person who runs the Customer Delight Engine — and drives it into the AI era. Fill the google form for further evaluation: https://forms.gle/DAa93o6xEaxTTP3GA