The Customer First Team

We are a team of Identity and Access Management experts. We help customers, businesses, and organisations maximise their Okta IAM platform investment, providing rapid time-to-value in adoption and usage and promoting scalability and agility. Our team sits within the Customer First area - focused on ensuring the long term success of our customers. Join our team! We’re building a world where Identity belongs to you.

Role Summary

Reporting to the Sr. Manager, Business Architecture the Program Manager, Delivery Innovation + Strategic Programs, a critical individual contributor role within our Global Professional Services and Delivery Success organization. This role sits at the intersection of delivery excellence, partner enablement, and business intelligence.

Unlike product-focused enablement roles, this position is laser-focused on delivery methodology, operational execution standards, and project-level governance. Your mission is to drive better customer and partner outcomes by analyzing real-world professional services delivery, translating common implementation patterns into repeatable requirements, and creating standard delivery methodologies. You will bridge the gap between internal and external execution by packaging these delivery frameworks into external playbooks, checklists, and blueprints that our internal teams and service delivery partners can leverage to execute consistently.

Additionally, you will support our strategic programs through rigorous reporting, metrics tracking, and impact assessments, while proactively championing the implementation of generative AI to scale and optimize our delivery and partner enablement frameworks.

Key Responsibilities

• Delivery Methodology Codification & Scoping Standards
• Identify Common Scenarios & Patterns: Partner closely with internal Professional Services delivery and technical teams to identify repeatable implementation patterns, delivery workflows, and common customer use cases.
• Develop Delivery Requirements Templates: Translate these real-world delivery patterns into standardized, reusable scoping requirements, delivery templates, and execution blueprints (focusing on the "how" of delivery execution, not product training).
• Methodology Asset Gap Analysis: Evaluate project delivery trends to identify gaps in our execution assets, establishing the operational and business requirements for new delivery assets, accelerators, and methodology toolkits.
• Delivery Methodology Transformation & Partner Process Integration
• Methodology Transformation: Take complex, internal delivery methodologies and "translate" them into structured, high-quality, external-facing delivery playbooks, engagement blueprints, and project governance toolkits.
• Process Repository Management: Organize and maintain the central repository of delivery methodologies, engagement templates, and process assets (using tools like Highspot, Confluence, and Asana) to ensure delivery consistency across internal and partner-led projects.
• AI-Enabled Delivery & Enablement Innovation
• AI Tool Implementation: Explore, test, and implement generative AI tools and workflows to accelerate the creation of delivery methodologies, project templates, and partner playbooks.
• AI-Driven Acceleration: Identify opportunities to integrate AI solutions to help both internal teams and partners quickly synthesize customer requirements, automate boilerplate documentation, and speed up scoping/delivery cycles.
• Enablement Efficiency: Train and guide partner delivery success teams on utilizing AI-driven templates and methodology accelerators to maximize execution speed and output quality.
• Strategic Program Reporting & Impact Analytics
• Track Investment Outcomes: Develop and maintain quantitative models to measure and report on the effectiveness, quality, and adoption of these delivery methodologies and strategic program investments (e.g., reporting on the impact of our investments).
• Build Dashboards from Scratch: Independently design, build, and maintain comprehensive analytics dashboards from scratch using Tableau and Salesforce to track delivery health and methodology adoption, rather than simply consuming existing reporting.
• Executive & Stakeholder Reporting: Prepare quarterly delivery reports, program health scorecards, and data deep-dives to provide actionable insights for Global Services leadership on partner delivery performance and methodology impact.

What you’ll bring to the role

• Experience: 3–5 years of program management, project management, or operational experience within a technology, SaaS, or professional services organization.
• Delivery & Operational Exposure: Prior experience working in or closely with Professional Services, Customer Success, Delivery Success, or Service Delivery Partner Programs.
• Clarity & Synthesis: Masterful ability to proactively track down, clarify, and organize complex technical or operational processes from cross-functional teams to create clear, step-by-step methodologies and frameworks.
• AI Adaptability: Practical experience using generative AI tools to assist in research, outlining, content optimization, or workflow automation to accelerate and scale content creation.
• Analytical Skills: Strong analytical mindset with experience building dashboards and reports (e.g., in Salesforce, Tableau, Google Sheets) to track performance metrics and assess investment impact.
• Project Management: Exceptional ability to self-direct and manage multiple deliverables, program schedules, and stakeholders in a deadline-driven environment.
• Communication Skills: Outstanding verbal and written communication skills with the ability to translate complex operational processes into clear, execution-focused delivery blueprints.

And extra credit if you have experience in any of the following!

• Experience working with or implementing AI-driven analytics, automation platforms, or prompt engineering for operational efficiency.
• Knowledge of Okta & Auth0 product offerings.
• Experience with business architecture concepts or standardizing operating models.
• Experience with collaboration, enablement, and tracking tools like Highspot, Confluence, and Asana.
• Familiarity with GSI engagement models or enterprise identity delivery.
• A bachelor's degree in business, data science, information systems, or equivalent relevant experience.

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