Senior Program Manager - #658321

Curitiba, Paraná
Job Summary

Business Relationship Manager (BRM)

The BRM is accountable for strengthening client relationships, driving customer experience, enabling downstream growth, and proactively identifying insights and business opportunities across the customer portfolio.

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Responsibilities Overview

1. Customer Experience (CSAT / NPS)

• Build trusted relationships with customer stakeholders.
• Improve CSAT/NPS by eliminating unmanaged escalations and ensuring seamless communication.
• Proactive Customer Engagement

2. Growth Enablement

• Lead insight to action in adjacent areas of existing deliveries,
• Maintain visibility into adjacent initiatives, programs, and evolving customer priorities.
• Communicate customer challenges & needs
• Work closely with peer Line of Businesses delivery to identify new opportunities
• Shape hypotheses, business cases, and value propositions with Solution/CoE teams.
• Participate in solution walkthroughs, customer discussions, and commercial cycles.
• Ensure delivery feasibility and alignment during pursuits.
• Partner closely with Client Partnerto identify, nurture, and help close downstream opportunities emerging from delivery.

3. Delivery Governance

• Conduct regular health checks, QBRs/MBRs, and roadmap discussions.
• Surface risks and issues early—before escalation—and ensure timely, transparent closure.
• Bring in delivery and sales leadership where appropriate to ensure alignment and transparency.

4. Act as the Voice of the Customer

• Bring structured, real time customer insights into the delivery organization.
• Translate feedback, KPIs, and sentiment into actionable improvement plans.

Connect delivery outcomes to client business KPIs and strategic objectives

Key Responsibilities
1. To drive value creation in the engagement, proactively identify and implement process enhancements, optimizing program efficiency through streamlined workflows.
2. To build strong relationships with key Program Partners / Stakeholders and manage their interests for smooth integration and implementation of the program and achievement of its objectives.
3. To optimize engagement profitability, strategically managing diverse variables, pinpointing improvement opportunities, and implementing targeted strategies to elevate overall project profitability.
4. To proactively engage with the client to understand the business engagements
5. To lead and inspire cross-functional teams, offering guidance and fostering collaboration for high-performance outcomes.
6. To proactively identify, assess, and address risks, issues, and escalations by developing robust mitigation and contingency plans, ensuring seamless program delivery.

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