Job Description
An enterprise company is initiating a large-scale enterprise transformation to migrate from the current billing platform (Systems Enabler) to the STMS billing system. This initiative will impact the entire customer base, including both residential and business customers with highly complex billing structures.
The Program Manager will lead the end-to-end migration program, driving strategy, execution, stakeholder alignment, and risk mitigation across all functional areas.
Scope of Work
Program Leadership
• Establish and lead a large-scale enterprise migration program
• Oversee migration of millions of customers across complex billing ecosystems
• Coordinate efforts across multiple workstreams and supporting project managers (1–2 PMs)
• Drive cross-functional alignment across all impacted business units – all units in the organization for example call centers because of influx of calls, marketing as not to loose customers, etc.
Migration & Transformation
• Lead platform migration from legacy billing system to STMS
• Define customer cohorts (e.g., paper billing vs. digital, complex packages, promos, many different groupings of cohorts and billing packages)
• Develop migration sequencing strategy based on customer complexity and risk exposure
• Ensure minimal customer disruption and avoid churn events
Stakeholder Management
• Partner with:
o Call Centers (forecast increased call volumes)
o Marketing (customer communication, churn mitigation)
o Finance (budget tracking, funding alignment)
o Technology & Engineering (development dependencies)
• Facilitate conversations around billing changes and customer impact
Program Planning & Execution
• Build and manage:
o Enterprise program roadmap
o Detailed project plans, timelines, and milestones
o Program governance structure
• Track deliverables across Program Increments (PIs) and funded initiatives
• Manage budget oversight and reporting
Risk & Change Management
• Identify, quantify, and mitigate migration-related risks
• Drive contingency and rollback planning
• Monitor impacts on:
o Customer experience
o Call center volumes
o Revenue and churn
o Migration success
Reporting & Communication
• Provide executive-level reporting to leadership
• Deliver consistent status updates across stakeholders
• Escalate risks and roadblocks proactively
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Required Skills & Experience
• Enterprise Program Management experience (2+ years specifically at Program level)
• Proven experience leading large-scale system/platform migrations
• Experience doing a billing system migration
• Experience migrating high-volume customer populations (millions)
• Deep understanding of enterprise risk management in transformations
• Strong ability to operate across complex stakeholder ecosystems
• Experience building programs from scratch (roadmap, governance, execution model)
Nice to Have Skills & Experience
• Background in telecom, media, or subscription billing environments
• Experience with customer segmentation/cohort strategies
• Exposure to agile program delivery / PI planning
Compensation:
$70/hr to $90/hr.
Exact compensation may vary based on several factors, including skills, experience, and education.
Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.