Program Architect

Job Description:

Key Responsibilities

• Lead end to end delivery of Qualtrics Engage projects from presales through closure by making sure it meets agreed scope, schedule, cost, and quality.
• Serve as the Single Point of Contact (SPOC) for clients and internal stakeholders, set expectations and maintain clear communication.
• Provide program-specific support aligned to client CX/EX objectives and outcomes.
• Proactively collaborate with technical experts and strategists to ensure solutions align with the customer’s broader CX/EX goals.
• Establish governance with clear roles, responsibilities, decision rights, and RACI. Uphold ethical, legal, and socially responsible conduct.
• Develop and maintain an integrated project plan, adhere to Project timeline,  update Plan & other documentation on weekly basis, manage milestones, critical path, and dependencies.
• Budget & cost management: own project budgets by managing hours to be within Budget, track forecasts vs. actuals, manage billing and invoicing milestones. Raise proactive internal/external alerts to prevent last minute escalations.
• Identify risks early through close SME engagement, keeping project decisions and timelines aligned with long term client objectives.
• Drive risk, action, issue, decision, and dependency (RAIDD) management with proactive mitigation and timely escalation.
• Lead kickoff meeting, Discovery sessions, weekly status meetings, and solution walkthroughs. Circulate minutes and status updates.
• Oversee build and validation of surveys, dashboards, and workflows per SOW. Ensure design sign‑offs, quality assurance/UAT, and a robust launch plan.
• Run change management: capture scope changes, assess impact on schedule/cost/quality, obtain approvals, and maintain baselines/configuration.
• Resource management: plan and allocate internal/external capacity, coordinate vendors/partners when there is a need.
• Business case & benefits management (as applicable): support sponsors to develop/maintain the business case; track benefits vs. costs/risks; ensure outputs deliver intended outcomes.
• Scheduling & dependency management: build/maintain realistic schedules; map and own dependencies; arbitrate and resolve cross‑workstream issues.
• Quality management: define acceptance criteria; drive reviews/testing; enforce defect prevention and continuous improvement.
• Drive final sign‑off, documentation handover, CSAT, retrospectives, and transition to managed services where applicable.
• Qualtrics certifications will be a plus.

Location:

DGS India - Mumbai - Thane Ashar IT Park

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent