Professional Services Program Manager

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. 

And that's where you come in:

We are seeking a seasoned and strategic Program Manager to play a pivotal role in orchestrating the successful delivery of complex, multi-faceted initiatives for our most valued customers. This is a high-visibility role designed for a leader who can navigate ambiguity, manage concurrent workstreams across different departments, and communicate with senior-level stakeholders both internally and externally.

You will be the central point of command for large-scale customer engagements that span our Professional Services teams (custom development, implementation, consulting) and our core Product and Engineering organizations. Your primary objective will be to ensure all parties are aligned on a common set of goals, timelines, and outcomes, ultimately guaranteeing the customer's success and strengthening our strategic partnership.

• 1. Program Governance & Execution:

• Lead the end-to-end management of large, complex programs for strategic customers, from initial scoping and SOW finalization through to final delivery and value realization.

• Develop and maintain a comprehensive, integrated program plan that consolidates multiple project timelines, dependencies, resource allocations, and budgets.

• Establish a robust governance framework for each strategic account, including clear roles and responsibilities, meeting cadences, and decision-making processes.

• Proactively identify, track, and mitigate program-level risks, issues, and dependencies, ensuring there are "no surprises" for our customers or internal leadership.

• 2. Stakeholder Management & Communication:

• Serve as the primary point of contact and trusted advisor for senior-level customer stakeholders, building strong, collaborative relationships.

• Develop and deliver clear, concise, and regular status updates, executive summaries to both internal and customer leadership teams.

• Facilitate effective communication and collaboration across all involved teams, including Professional Services, Product Management, Engineering, Sales, and Customer Success.

• Skillfully manage stakeholder expectations, ensuring alignment on scope, timelines, and success metrics throughout the program lifecycle.

• 3. Strategic Alignment & Growth:

• Gain a deep understanding of the customer's business objectives and ensure that all program workstreams are directly aligned with achieving those strategic goals.

• Work closely with our Solution Architects and Sales teams to ensure that new initiatives and change orders are properly scoped, contracted, and integrated into the overall program.

• 4. Cross-Functional Collaboration & Leadership:

• Foster a "one team" environment by bridging the gap between our Professional Services delivery teams and our Product development lifecycle, ensuring seamless coordination.

• Provide leadership and direction to multiple project managers and team leads who are responsible for individual workstreams within the larger program.

• Champion best practices in program management and contribute to the continuous improvement of our delivery methodologies and processes.

• Bachelor’s degree in Business, Computer Science, or a related field.

• 7+ years of experience in program management, specifically managing large-scale, complex software delivery programs for external, enterprise-level clients.

• Demonstrated experience in a client-facing organization within a SaaS or enterprise software company.

• Exceptional communication, presentation, and interpersonal skills, with a proven ability to engage and build credibility with executive-level stakeholders.

• Mastery of program management methodologies and tools (e.g., Smartsheet, Jira, Asana, MS Project).

• Strong business acumen, with experience managing program budgets, financial forecasting, and understanding contract/SOW mechanics.

• Proven ability to lead and influence cross-functional teams without direct reporting authority.

• PMP (Project Management Professional) or PgMP (Program Management Professional) certification.

• Experience managing programs that involve cross functional workstreams

• We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:
• Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
• Flexible schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles
• Generous time off, including local holidays and our annual company-wide “Dim the Lights” week in late December, when we encourage everyone to step back and recharge
• Comprehensive wellness programs and mental health support
• Annual learning and development stipends to support your growth
• The technology and tools you need to do your best work — typically a Mac, with PC options available in some locations
• Motivosity employee recognition program
• A culture rooted in inclusivity, support, and meaningful connection

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.