Senior Program Manager

Majesco isn't just riding the AI wave - we're leading it for the P&C and L&AH insurance industry. Born in the cloud and built with an AI-native vision, we've reimagined the insurance core as a platform that lets insurers move faster, see farther, and operate smarter. As leaders in intelligent SaaS solutions, we've embedded AI and Agentic AI throughout our robust product portfolio of core, underwriting, loss control, distribution, and digital solutions so our customers can reimagine their business with real-time business insights, optimized operations, and enhanced business outcomes. Everything we build is designed to strip away complexity and let our clients focus on what matters: delivering exceptional products, experiences, and outcomes.

In a world where change is constant, our native-cloud SaaS platform empowers insurers the agility to adapt to market and risk shifts quickly, reshape their operational cost structure, accelerate innovation readiness, and rethink how insurance can be done with the intelligence to stay ahead. With 1000+ implementations, we are the AI insurance leader that over 350 insurers, reinsurers, MGAs rely on to rethink how insurance can be done in today's modern era of insurance. Break free from the past and build the future of insurance.

Job Overview:

The Senior Program Manager is a results-driven functional leadership role with responsibility for spearheading critical business objectives within Majesco's Global Technical Support (GTS) organization. This role is pivotal in accelerating key strategic goals, including, but not limited to, AI adoption, embedding Knowledge-Centered Services (KCS) practices, and championing Supportability initiatives across products and services. This role requires proven technical acumen, customer-centric thinking, and change leadership combined with program management experience leading complex organizational and service delivery transformation to enable delivery of support on a global scale.

The role will work closely with Majesco's Support, Product, and Engineering leaders, and Analytics and IT teams, as well as external technology partners, to design, pilot, and scale transformative support capabilities.

Duties & Responsibilities:

Agile Program Leadership & Strategic Alignment

• Lead end-to-end execution of large-scale software implementation programs by defining scope, success metrics, and governance structures, ensuring alignment with strategic priorities and consistent delivery across multiple projects.
• Drive Agile planning and execution while managing project controls, including change management, risk mitigation, and issue resolution, to support cross-functional collaboration and continuous improvement throughout the program lifecycle.

Stakeholder Engagement & Communication

• Act as the primary liaison between internal teams and external stakeholders, fostering strong relationships and ensuring transparent communication, collaboration, and alignment throughout program execution.
• Document technical solutions and promote a culture of open knowledge sharing by facilitating regular reporting, encouraging cross-functional collaboration, and supporting client success through proactive engagement.

Project Governance & Lifecycle Management

• Oversee multiple project lifecycles within complex programs, ensuring adherence to governance standards, delivery methodologies (Agile, Waterfall, Hybrid), and industry best practices.
• Monitor execution across timelines, budgets, and quality benchmarks while managing change control, risk mitigation, and issue resolution to ensure successful outcomes.

Technical Oversight & Support

• Coordinate cross-functional collaboration to deliver high-quality software products and support services, including integration planning, interface development, and end-user technical support.
• Troubleshoot and resolve technical issues efficiently while leading implementation efforts between Majesco products and external systems to ensure seamless functionality.

Operational Oversight & Support

• Provide strategic direction and ongoing support to project teams, ensuring clarity of roles, deliverables, and resource allocation to optimize performance across initiatives.
• Maintain consistent documentation, reporting, and knowledge sharing to drive transparency and alignment throughout the program lifecycle.

Compliance, Quality, and Continuous Improvement

• Ensure program activities comply with internal policies, industry standards, and regulatory requirements while monitoring quality metrics and identifying areas for improvement.
• Promote a culture of excellence and innovation by driving continuous improvement initiatives, capturing lessons learned, and maintaining comprehensive technical and user documentation.

Software Development & Configuration

• Lead the design, development, and enhancement of software modules and configurations, including internal testing and proof-of-concept creation.
• Champion innovation by identifying opportunities to implement changes through configuration rather than code, improving efficiency and maintainability.

Technology & Implementation Expertise

• Apply deep expertise in software implementation across SaaS, COTS, and custom solutions, ensuring alignment with program objectives and stakeholder needs.
• Collaborate with technical teams to integrate emerging technologies such as AI and automation, enhancing scalability and program outcomes.

Continuous Improvement & Innovation

• Drive continuous improvement across the program and support operations by embedding knowledge-centered practices and championing supportability initiatives.
• Collaborate with Product and Engineering to design greater supportability, reduce case volume, and enhance the overall customer experience.

Champion AI Adoption

• Define and execute the AI adoption roadmap for the GTS organization by identifying high-impact use cases (e.g., case deflection, intelligent triage, automated resolution) and partnering with cross-functional teams to integrate AI capabilities into the support ecosystem.
• Evaluate, pilot, and operationalize AI-driven tools such as virtual assistants and sentiment analysis, while driving adoption metrics including resolution rates, deflection percentages, and customer satisfaction improvements.

Knowledge-Centered Services (KCS)

• Lead the implementation of Knowledge-Centered Service (KCS) by embedding a knowledge-first culture, training teams on KCS principles, and integrating practices into daily support workflows to enhance operational efficiency.
• Oversee the full content lifecycle-creation, reuse, improvement, and archival-while monitoring key KCS metrics such as link rate, reuse percentage, and time-to-publish to drive continuous improvement and knowledge effectiveness
• Supportability Initiatives
• Collaborate with Product, Engineering, and cross-functional teams to design for supportability, reduce case volume, and improve customer experience by integrating feedback into product roadmaps and proactively addressing known issues.
• Define and track key supportability KPIs-such as resolution time, repeat incident reduction, and regression testing efficiency-while championing the "voice of support" to ensure data-driven prioritization and continuous improvement.

Essential Qualifications, Technical Expertise & Knowledge:

• Bachelor's degree in Engineering, Computer Science, or a related field, or comparable work and career experience.
• 15+ years of experience in technical support, enablement, customer success, or product operations, with at least three years in a leadership role.
• Minimum five years' experience in Project/Program Management, ideally in the insurance industry or other complex global technology-driven sector.
• Proven track record in AI technology adoption within support or service environments.
• Strong experience with KCS methodology and support knowledge management systems.
• Familiarity with supportability concepts, product telemetry, and defect management processes.
• Exceptional communication, stakeholder management, and change leadership skills.
• Knowledge and working experience of Agile methodology is mandatory.

Essential Attributes and Capabilities:

• Self-driven, highly motivated, outcome-focused
• Effectively demonstrates a commitment to quality and a "do it right the first time" mindset
• Commitment to delivering the best customer experience and an ambitious, growth mindset.
• Ability to work independently, remotely, and as part of a team.
• Strategic Thinking: Ability to align initiatives with broader business goals and customer outcomes.
• Execution Excellence: Driving measurable results through structured planning and disciplined execution.
• Cross-functional Leadership: Working seamlessly across Support, Engineering, Product, and Data teams.
• Innovation Mindset: Comfort with emerging technologies and continuous process improvement.

What Majesco Offers:

Majesco is committed to equal pay and transparency. The annual base salary range for this position is $90,000 to $120,000. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Majesco considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as market and business considerations when making compensation decisions.

At Majesco, we offer a comprehensive employee benefits package with most coverage starting Day One. Our benefits package includes, but is not limited to: Medical, dental & vision insurance; employer-funded HSA coordinating with a high-deductible health plan; FSA, short-term/long-term disability; Life/AD&D insurance; 401(k), flexible time off, paid sick days and 11 paid holidays; paid parental/bonding leave; career anniversary leave and other voluntary benefits.