Personified

Manager

• Serve as the account manager and primary point of contact for mission-driven clients
• Build trust through clear, proactive, flexible, and patient support
• Ensure client IT and digital security needs are met
• Drive successful client onboarding and align internal teams for delivery from day one
• Facilitate communication across internal teams and client stakeholders through regular check-ins and clear written communications
• Ensure clients receive services within their agreed scope of work
• Identify opportunities for service expansion aligned with client needs and goals
• Analyze client requests to identify patterns and proactively propose solutions
• Lead and manage complex technical client service projects from scoping through execution
• Define requirements and ensure solutions are delivered on time and within scope
• Oversee project planning, timeline management, and coordination across internal teams and external stakeholders
• Maintain records of projects, deliverables, issues, risks, dependencies, decisions, and schedules
• Partner with the VP of Technical Programs, Director of Client Success, and Senior Technical Program Managers to improve operations, efficiency, scalability, and team capacity
• Maintain and optimize internal knowledge bases, project tracking tools, and documentation
• Support ad hoc projects and initiatives across the organization
• Report to the VP of Technical Programs

Senior Technical Programs Manager

Vice President

• Run the operational core of the technology organization across engineering, client support, cybersecurity, and IT operations
• Report to the CTO and own execution across four functional leaders and day-to-day delivery
• Ensure client support teams meet response-time and resolution standards across every client tier
• Own escalation paths, staffing models, and support systems such as the Halo ticketing platform
• Oversee infrastructure, systems engineering, and technical delivery
• Set standards for process discipline, documentation, and accountability across engineering
• Own operational security posture, including monitoring, incident response, vulnerability management, and compliance readiness
• Drive the shift from manual, reactive IT operations to automation and repeatable processes
• Reduce operational load while improving client consistency
• Directly manage functional leaders across Client Support, Engineering, Cybersecurity, and IT Operations
• Set expectations, run performance management, and build a leadership bench
• Coordinate cross-functional responses to client issues involving support, engineering, and security
• Build and own the technology delivery operational scorecard covering response times, resolution rates, security incidents, and retention impact
• Bring data and operational metrics to discussions with the CTO
• Travel, work, or present onsite as needed to support business needs, ensure service continuity, and represent Personified to clients and partners

Senior Technical Programs Manager

Senior Vice President of Technology