Program Manager

Velou is a revolutionary Silicon Valley technology startup. We are building the next-generation best-in-class shopping experiences for e-commerce retailers.

Role Summary

We are seeking a Program Manager, Customer Onboarding, to lead and optimize the onboarding journey for all new customers adopting our solution. This role ensures customers are set up for long-term success by driving alignment between Customer Success (US) and Delivery (Sri Lanka), managing delivery timelines, and continuously improving our onboarding processes.

The ideal candidate is a connector and coordinator, able to keep global stakeholders aligned on timelines, risks, and progress. Acting as the glue between teams, this person ensures that both Customer Success and Delivery are fully synchronized so our customers experience seamless onboarding and time-to-value.

Key Responsibilities.

Customer Onboarding Ownership

• Serve as the single point of accountability for all customer onboarding programs.
• Ensure onboarding milestones are met, risks are tracked, and stakeholders are aligned at every stage.

Global Stakeholder Alignment

• Act as the bridge between Delivery (Sri Lanka) and Customer Success (US) to ensure global visibility into timelines, risks, and dependencies.
• Facilitate clear, proactive communication so all stakeholders are working from the same plan.
• Coordinate cross-team meetings, updates, and governance routines to keep onboarding programs on track.

Delivery & Cycle Time Management

• Track onboarding delivery timelines and escalate risks or blockers with Delivery Leads and technical teams.
• Monitor onboarding cycle times across all projects; identify bottlenecks and drive improvements with delivery teams.
• Ensure delivery commitments are met on time and at high quality.

Program Oversight & Reporting

• Develop and maintain dashboards and reporting for onboarding progress, timelines, and KPIs.
• Define and track success metrics such as time-to-value, onboarding cycle time, and customer onboarding satisfaction.
• Provide insights and recommendations to leadership for continuous improvement of the onboarding process.

Qualifications

Required

• 5+ years of experience in Program Management, Delivery Management, or Implementation Management, preferably in SaaS or technology.
• Proven ability to manage global stakeholders across multiple time zones.
• Strong technical acumen: comfortable discussing APIs, integrations, system dependencies, and data flows with technical teams.
• Strong organizational and communication skills to keep global teams aligned on priorities, risks, and next steps.
• Experience working in Agile/Scrum delivery environments.

Preferred

• Experience in a startup or high-growth tech environment.
• Familiarity with onboarding metrics (time-to-value, adoption milestones).
• Comfort with tools like Monday.com, Jira, Salesforce/HubSpot, and BI dashboards.

Success Metrics

• Reduction in onboarding cycle times.
• % of customers achieving onboarding milestones within target timelines.
• Smooth handoffs to Customer Success with minimal escalations.
• Demonstrated process improvements across onboarding programs.
• Clear and consistent alignment across US and SL teams on onboarding programs.

You will be part of a team that values trust, learning, and working together to solve interesting problems. Your efforts will help to build groundbreaking experiences for our customers. Come join us!

Please submit your CV to careers@velou.com and quote "Program Manager, Customer Onboarding" in the subject line.