What are the responsibilities and job description for the Senior Program Manager position at Incedo Inc.?
Program Manager – Customer Acquisition Platform (Credit Cards Domain)
Location: NJ/PA – Should be open to work from Pittsburgh, PA location in hybrid model
Experience Required: 8–10 years
Industry Preference: Cards / Consumer Lending
Role Overview
We are seeking a highly driven Program Manager to lead and scale the Customer Acquisition Platform for our Card business. This individual will own the platform roadmap, manage enhancements, ensure production support excellence, and act as the strategic interface with the client. The role requires proven program leadership paired with deep domain expertise in the credit card lifecycle, from lead generation to application boarding and servicing.
Beyond platform ownership, the Program Manager will play a critical role in managing our relationship with Client, ensuring operational excellence, proactively identifying growth opportunities, and enabling customer satisfaction through transparent communication and delivery discipline.
Key Responsibilities
- Own and manage the platform roadmap, including prioritization, release planning, stakeholder alignment, and delivery.
- Lead enhancement initiatives, intake management, backlog grooming, and sprint planning in partnership with engineering, product, and QA teams.
- Oversee end-to-end production support, including monitoring, triaging issues, coordinating RCA, and driving resolution to prevent recurrence.
- Establish and run steady-state governance cadences including:
- Weekly status / backlog review meetings
- Monthly steering committee or roadmap updates
- Quarterly strategic business and platform performance reviews
- Ensure the client is well-informed, aligned, and satisfied through proactive communication, transparency in execution, and reliable delivery.
- Serve as the primary point of contact, driving consistent and trusted leadership across technology, operations, and business counterparts.
- Utilize credit card and customer acquisition expertise to guide capability development, funnel optimization, and innovation opportunities.
- Track and report on KPIs, platform health metrics, conversion funnel performance, SLA adherence, production stability, and delivery velocity.
- Build strong cross-functional and leadership relationships to expand opportunities and grow platform usage across business lines.
- Maintain clear documentation, program updates, dashboards, and executive-level communications.
Required Qualifications
- 8–10 years of Program / Platform Management experience, including delivery leadership for enterprise-scale products or digital programs.
- Mandatory experience in banking, with preference for cards, consumer lending, or customer onboarding/acquisition.
- Proven track record of managing client-facing delivery, including running governance cadences and executive-level communications.
- Strong understanding of the credit card acquisition funnel—prospecting, pre-screening, pre-qualification, application initiation, and onboarding.
- Ability to influence and collaborate across engineering, product, data, compliance, and business teams.
- Strong analytical skills with experience converting KPIs and platform metrics into insights and action.
Preferred Skills
- Experience with major banks in the U.S. in Cards.
- Knowledge of marketing technology, lead management platforms, decisioning engines, or onboarding systems.
- Experience in Agile / SAFe environments and certifications is a plus,
What Success Looks Like
- Client views you as their go-to leader, with high trust and satisfaction.
- Platform roadmap is well-managed, predictable, and forward-looking.
- Production issues are handled swiftly with strong RCA prevention plans.
- Governance cadences are consistent, productive, and insightful.
- Continuous improvements and new opportunities expand our footprint within.
Why This Role Is Exciting
- Lead a flagship digital acquisition program for a top U.S. financial institution.
- High visibility with the ability to shape strategy, roadmap, and value realization.
- Work in an innovative domain at the intersection of digital acquisition, decisioning, and card growth.