Technology Program Manager - Customer Platforms

Doubtless Pet Care Group NA is undertaking a multi-year enterprise transformation to modernize customer engagement, digital experiences, servicing capabilities, and shared technology platforms across its insurance brands. 

The Technology Program Manager – Customer Platforms is responsible for owning execution and coordinated delivery across customer-facing digital platforms, including portal, mobile, web, member center, customer self-service, digital experience, and related integration capabilities. 

Reporting into the Technology Portfolio & Delivery Office, this role partners closely with business program leaders, product owners, UX, architecture, engineering, infrastructure, security, data, D365 / CRM teams, vendors, and third-party delivery partners to drive execution alignment, dependency management, release readiness, and delivery accountability across multiple concurrent customer platform workstreams. 

This role requires strong execution discipline, digital delivery experience, and the ability to coordinate complex dependencies across front-end applications, APIs, identity, data, CRM, insurance platforms, analytics, content, infrastructure, and customer experience teams. The successful candidate will play a critical role in enabling modern, scalable, and consistent customer digital experiences across the broader Paw Print transformation. 

Focus Areas 

• Customer Digital Platform Delivery: Coordinate delivery activities across portal, mobile, web, member center, customer self-service, and digital experience platforms. 

• Customer Experience Modernization: Support modernization of customer journeys, digital engagement, servicing experiences, and self-service capabilities across brands and channels. 

• Cross-Platform Integration Coordination: Drive dependency management across customer platforms, D365 / CRM, core insurance platforms, data, APIs, identity, security, infrastructure, analytics, and third-party services. 

• Execution Governance: Drive visibility into delivery status, milestones, dependencies, risks, issues, decisions, financials, and operational metrics across customer platform initiatives. 

• Release and Operational Readiness: Support release planning, testing alignment, deployment coordination, production readiness, customer-impact communications, hypercare, and support transition for customer-facing digital capabilities. 

Key Responsibilities: 

• Own and coordinate delivery activities across customer platform initiatives, including portal, mobile, web, member center, customer self-service, digital experience, APIs, integrations, and supporting shared platform capabilities.  

• Partner with business program managers, product owners, UX, technology delivery leads, architects, engineers, system integrators, and vendors to support integrated planning and execution coordination.  

• Lead Agile / SAFe delivery routines for customer platform workstreams, including PI / sprint planning support, dependency management, risk tracking, issue resolution, and delivery tradeoff coordination.  

• Support integrated roadmap coordination across customer platforms, D365 / CRM, insurance platforms, data, APIs, infrastructure, security, identity, UX, analytics, and supporting technology workstreams.  

• Drive visibility into program milestones, dependencies, risks, issues, decisions, financials, and delivery outcomes across customer digital platform initiatives.  

• Partner with vendors, system integrators, digital agencies, and third-party delivery partners to monitor deliverables, resolve delivery blockers, escalate risks, and maintain execution accountability.  

• Build and maintain delivery dashboards, status reporting, RAID logs, dependency trackers, milestone plans, release plans, and operational metrics across customer platform initiatives.  

• Partner with Enterprise Architecture, Infrastructure, Information Security, Data, Product, UX, D365 / CRM, and Engineering teams to ensure aligned and predictable delivery outcomes.  

• Support testing alignment, UAT coordination, customer journey validation, accessibility considerations, deployment planning, release readiness, production cutover, hypercare, and transition-to-support activities.  

• Coordinate customer-facing release impacts across business stakeholders, support teams, communications teams, and operational teams where applicable.  

• Ensure customer platform delivery activities align with TPDO governance standards, reporting requirements, financial controls, and operational processes.  

• Collaborate closely with business and customer experience leadership to ensure technology delivery supports broader customer transformation objectives.  

• Contribute to continuous improvement of delivery governance, operational cadence, reporting standards, and transformation execution practices.  

Required Skills & Abilities:

• Strong delivery coordination and execution management skills across complex digital, customer-facing, or enterprise platform initiatives.  

• Experience supporting web, mobile, portal, member center, customer self-service, customer engagement, or digital experience delivery.  

• Strong understanding of cross-platform dependencies across front-end applications, APIs, data, CRM, identity, security, infrastructure, analytics, and back-end systems.  

• Strong organizational, planning, dependency management, and problem-solving capabilities.  

• Ability to manage competing priorities and operate effectively within fast-paced transformation environments.  

• Excellent communication and stakeholder management skills with the ability to coordinate across business, product, UX, engineering, architecture, security, vendor, and customer experience organizations.  

• Experience supporting Agile / SAFe delivery models and cross-functional delivery coordination.  

• Ability to facilitate collaboration across distributed engineering teams, vendors, system integrators, and third-party delivery partners.  

• Strong attention to detail combined with the ability to maintain visibility across interconnected workstreams and dependencies.  

• Demonstrated ability to proactively identify risks, escalate issues, drive execution transparency, and support delivery accountability.  

• Collaborative leadership style with a focus on accountability, continuous improvement, operational excellence, and customer-centered delivery.  

Education and Experience 

• 12+ years of technology program, project, or delivery management experience across complex enterprise, digital, or customer-facing platforms.  

• Experience supporting web, mobile, portal, member center, customer engagement, digital experience, or customer servicing technology initiatives preferred.  

• Familiarity with modern digital delivery environments, API integrations, identity / access dependencies, analytics, UX, accessibility, mobile release processes, web platforms, and customer-facing production readiness preferred.  

• Experience working with system integrators, offshore delivery teams, digital agencies, software engineering teams, and third-party vendors.  

• Experience supporting enterprise platform modernization, digital transformation, customer experience transformation, or shared platform initiatives within complex enterprise environments.  

• Experience working within Agile / SAFe delivery environments.  

• Strong understanding of enterprise delivery governance, reporting, RAID management, dependency management, testing coordination, release readiness, operational readiness, and portfolio execution practices.  

• Bachelor’s degree in information technology, Business, Engineering, Computer Science, or related field.