Customer Facing Program Manager Jobs (NOW HIRING)

• You're an independent worker, skilled in organization, planning, and project management.
• You have technical knowledge of industrial controls, building automation systems, and/or air or water cooled chiller plants. 
• You have the drive to learn about different industries and technologies, and a passion to help customers operate their plant more efficiently and effectively with Phaidra's AI supervisory control system.
• You can take ownership of your assigned customers and delight them!
• You can guide internal and external teams as you coordinate the configuration and installation of the customers industrial plant AI Agents, and provide professional support while you grow customer relationships for future expansion and advocacy.
• You thrive in a process-driven environment, yet possess the flexibility to adapt and tailor those processes to each customer's unique needs.
• You enjoy collaborating with cross-functional teams to tackle complex projects, leveraging your expertise to drive successful outcomes.

**This role is posted at multiple levels (mid-level and senior). Final leveling, title, and compensation will be determined based on the candidate's experience, skills, and qualifications during the interview process. 

• Own end-to-end delivery of complex, large-scale customer programs, including multi-site, multi-product, and highly customized deployments, ensuring successful execution from kickoff through long-term support and customer satisfaction.
• Lead program strategy and planning by defining timelines, milestones, resource allocation, and risk mitigation plans across concurrent initiatives, aligning execution with both customer goals and company objectives.
• Serve as the primary customer-facing program leader and trusted advisor, proactively guiding customers through technical and operational challenges while delivering strategic recommendations.
• Work closely with engineering and product teams to ensure our customer solutions are configured correctly and delivered on time according to the customer's specific site requirements.
• Independently manage high-complexity engagements, navigating ambiguity, prioritizing competing demands, and ensuring consistent delivery against scope, schedule, and quality expectations.
• Lead executive-level communication, presenting complex technical concepts, program updates, and risks in a clear, concise, and actionable manner to stakeholders at all levels.
• Proactively identify program risks, inefficiencies or gaps in delivery workflows, and lead initiatives to update playbooks or processes that improve delivery, customer experience, and internal operations.
• Shape and influence customer strategy by aligning evolving customer needs with long-term product and company direction, providing structured feedback to inform product development.
• Establish and continuously improve program management best practices, including documentation standards, onboarding processes, and delivery frameworks.
• Own comprehensive program documentation, including project progress milestone records, critical customer decisions, technical requirements, and customer-facing materials.
• Lead complex internal initiatives that enhance product capabilities, deployment methodologies, or operational tooling.
• Peer-mentor other TPMs on project execution and technical domain nuances; provide 'on-the-job' guidance during onboarding to help new hires navigate internal processes and manage their first customer deployments
• Adapt and apply appropriate project management methodologies (Agile, Waterfall, hybrid approaches) based on program complexity and customer requirements.
• Uses AI tools strategically to accelerate delivery, improve quality, and guide others in effective AI-assisted workflows.

• 5+ years of technical program or project management experience, with demonstrated ownership of complex, cross-functional initiatives.
• Proven ability to independently lead large-scale, technically complex customer programs with high levels of ambiguity.
• Strong experience working with enterprise customers and distributed, cross-functional teams.
• Exceptional ability to communicate complex technical concepts clearly to both technical and non-technical audiences, including executive stakeholders.
• Demonstrated experience in stakeholder management, risk management, and program execution at scale.
• Ability to translate explicit and implicit customer needs into structured requirements and influence product and engineering roadmaps.
• Demonstrated expertise in at least two of the following domains, with working proficiency across others:
  • Data centers
  • Industrial controls and automation systems
  • HVAC and mission-critical cooling systems
  • AI / Machine Learning applications in industrial environments
• Proficiency in a wide range of program management tools and methodologies, including Agile, Waterfall, and risk management frameworks.
• Strong documentation and organizational skills with a focus on creating scalable, repeatable processes.
• Bachelor's degree in a relevant field or equivalent experience.
• Alignment with Phaidra's values: Agency, Velocity, Craft, & Truth.

• Strong track record of driving process improvements and operational excellence initiatives.
• Experience leading cross-functional technical solution delivery involving engineering, research, and product teams.
• Proven ability to mentor, coach, and develop team members.
• Experience influencing product strategy through customer insights and program learnings.
• Project Management Professional (PMP) certification or equivalent.

In your first 30 days...

• You will be immersed in an onboarding program that introduces you to Phaidra and our product.
• You will read various parts of our handbook and familiarize yourself with the documentation culture at Phaidra.
• You will join calls with current customers to familiarize yourself with managing customer installs.
• You will familiarize yourself with our tools and process for developing customer schedules.
• You will meet with members of the Customer Success department to better understand strengths and opportunities with current processes.

By your first 60 days...

• You will have a solid understanding of what Phaidra does and how deliver for customers.
• You will have met with team members across Phaidra and started building relationships that will help you be successful at your job.
• You will have become proficient at navigating the department's processes and software tools.
• You will learn how to manage customer support issues and assist with managing our customer service agreements.
• You will assist in creating and managing project and process documentation.

By your first 90 days...

• You will have been fully integrated into the Customer Success team and with Phaidra team members across the company.
• You will have begun to manage your own customers and projects.
• You will help improve our processes and project documentation.

All of our interviews are held via Google Meet, and an active camera connection is required.

1. Meeting with People Operations team member 
2. Meeting with Hiring Manager 
3. Meeting with Technical Program Manager team member 
4. Meeting with Solutions Engineering team member 
5. Culture fit interview with Phaidra's co-founders 

Senior Level

United States Residents:

• Tier 1 (Largest highest-cost metros): 135,600 USD - 186,450 USD
• Tier 2 (Other major metros): 128,820 USD - 177,128USD
• Tier 3 (Mid-sized metro areas): 122,040 USD - 167,805 USD
• Tier 4 (All other locations): 115,260 USD - 158,483 USD

Canada Residents: 

• Tier 1 (Vancouver): 141,363 CAD - 194,374 CAD
• Tier 2 (Toronto): 131,939 CAD - 181,416CAD
• Tier 3 (Montreal): 122,515 CAD - 168,458 CAD
• Tier 4 (Smaller cities / rural areas): 113,090 CAD - 155,499 CAD

Mid-Level

United States Residents:

• Tier 1 (Largest highest-cost metros): 113,000 USD - 155,375 USD
• Tier 2 (Other major metros): 107,350 USD - 147,606 USD
• Tier 3 (Mid-sized metro areas): 101,700 USD - 139,838 USD
• Tier 4 (All other locations): 96,050 USD - 132,069 USD

Canada Residents: 

• Tier 1 (Vancouver): 117,803 CAD - 161,978 CAD
• Tier 2 (Toronto): 109,949 CAD - 151,180 CAD
• Tier 3 (Montreal): 102,096 CAD - 140,381 CAD
• Tier 4 (Smaller cities / rural areas): 94,242 CAD - 129,583 CAD

In addition to base salary, this position is eligible for equity. Final salary will be determined based on several factors, including a candidate's qualifications, skills, competencies, experience, expertise, education and location. In some cases, final compensation may fall outside the posted range. Salary ranges are regularly reviewed and may be adjusted in response to market trends.