Program Manager

About TrusTrace Founded in 2016, TrusTrace offers a market-leading platform for supply chain traceability and compliance, enabling brands and suppliers around the world to standardize how supply chain and material traceability data is captured, digitized, and shared. TrusTrace is leading global-scale traceability programs for many of the world’s largest brands. The company is headquartered in Stockholm, Sweden, with additional offices in India, France, and the US. About the Role You will be part of the TrusTrace Implementation organization, strengthening TrusTrace's position as a global leader in product traceability and supply chain transparency for fashion and textiles. As a Program Manager, you will own a portfolio of strategic customer programs across regions, ensuring predictable product roll out and adoption, strong stakeholder alignment, and measurable customer outcomes across customer life time. This role goes beyond project execution. You will establish operating discipline across programs, bring structure to account health, translate customer use cases into clear solution approaches, and ensure contractual commitments and value realization are consistently tracked. What this role is not? This is not a delivery manager or scrum master role, to lead a scrum/development teams to work on product features and development. What You Will Do Own end-to-end delivery for a portfolio of large global customer programs Establish program governance: monthly reviews, account health tracking, and risk visibility Manage customer expectations in a SaaS/product context and align implementation with contractual commitments Be hands-on in the product and guide customers through implementation and adoption Translate customer use cases into documented solution approaches with outcomes, gaps, and dependencies Maintain JIRA hygiene for all contractual commitments, scope tracking, and product roll out visibility Partner with Support to analyze common queries, reduce repeat issues, and help build customer-facing FAQs/playbooks Identify and drive upsell/cross-sell opportunities in collaboration with Sales/CS leadership Contribute to standardizing how TrusTrace implementations should run across programs Collaborate with Product, Engineering, Support, and Customer teams to improve customer engagement and adoption What Success Looks Like Monthly program reviews conducted for each account in the portfolio 100% of key customer use cases documented with solution approach and value articulation All contractual commitments tracked and up to date in JIRA Reduction in repeat support queries through FAQs and proactive guidance Contribution to EN revenue through upsell/cross-sell opportunities Improved predictability and standardization of implementation best practices Who You Might Be 8+ years of experience in program/project management in SaaS or technology environments Experience managing global customers with both business and IT stakeholders Strong familiarity with agile delivery and cross-functional collaboration Experience implementing SaaS products across varied customer scales Ability to translate business problems into product-aligned solutions Fashion/supply chain domain knowledge is a strong advantage Fluent in English; additional languages are a plus Who You Are A calm, structured leader who brings clarity to complex programs Strong in stakeholder communication, expectation management, and governance Equally comfortable in strategic discussions and tactical execution Detail-oriented with strong discipline in tracking, documentation, and follow-through Curious, improvement-oriented, and motivated to standardize and scale delivery excellence Passionate about building long-term customer relationships grounded in trust and outcomes What Do We Offer? The opportunity to drive change and make an impact in a growing, mission-driven organization accelerating sustainable transformation in fashion. A collaborative, multicultural team spanning multiple continents. Competitive fixed salary and benefits. Hybrid work model. Centrally located office in India.