Program Manager, Scaled User Programs

CSQ427R9

Role Objective

The Program Manager for Scaled User Programs (SUP) in the AMER region is responsible for driving growth in customer training engagement at scale. This role designs and executes structured, repeatable programs that effectively reach broad audiences and convert initial awareness into active participation in learning initiatives. Serving as a key entry point into customer education, the Program Manager partners closely with Sales and Customer Enablement (CEA) teams to deliver consistent, scalable solutions that support customer adoption, improve training outcomes, and contribute to overall account health.

Core Responsibilities

1. Regional Strategic Leadership

• Develop and own the AMER Scaled User Programs strategy, ensuring alignment with regional business unit priorities and learner growth targets.
• Serve as the primary regional point of contact, evaluating and prioritizing initiatives to balance global requests with AMER-specific needs.
• Provide regular executive-level reporting (e.g., SBAR, MBR) to communicate program performance, risks, and learner funnel insights.

2. Operational Excellence & Scalability

• Drive operational rigor by auditing and optimizing program infrastructure (e.g., Airtable, Docebo, dashboards), ensuring reliability through system-based access and automation.
• Design and implement scalable, repeatable program frameworks that replace one-off efforts and can be consistently leveraged by regional teams.
• Maintain clear visibility into program demand and capacity through structured tracking of projects, priorities, and stakeholder requests.

3. Cross-Functional Enablement

• Partner closely with Sales and Customer Enablement teams to deliver structured learning programs that support customer adoption and growth within priority accounts.
• Act as the AMER representative in global forums, advocating for regional needs and ensuring alignment between global strategy and local execution.

Qualifications & Skills

• Program Management: Demonstrated experience managing high-volume, top-of-funnel enablement programs that drive engagement at scale.
• Operational Excellence: Proficiency with tools such as Airtable, Docebo, or similar LMS/database platforms, with a strong emphasis on building stable, system-driven processes.
• Stakeholder Management: Ability to navigate complex stakeholder environments, including managing competing priorities and confidently addressing out-of-scope requests to maintain focus on regional objectives.
• Strategic Planning: Experience developing regional roadmaps that translate broader organizational goals into clear, actionable initiatives.

What "Great" Looks Like

A successful candidate in this role demonstrates strong ownership of the AMER learner funnel, proactively driving performance rather than simply executing assigned tasks. They serve as a reliable and scalable partner to the Sales organization, enabling consistent impact across a broad customer base.

This individual operates with a high level of transparency, maintaining clear and structured documentation to track progress, priorities, and outcomes. They also ensure that regional technical infrastructure is robust, scalable, and resilient, with systems designed for continuity and independence from individual contributors.