• The Program Director will lead the planning and implementation of a broad, coordinated set of deliverables to meet the goals and priorities of Clients in multiple regions/ timezones (APAC, EMEA, North America) • Leverage your industry experience and customer management skills to drive highly technical, cloud, and B2B software services to multiple clients/airlines. • Manage internal resources for delivery of technical solutions in collaboration with design and service delivery teams. • Documenting program and customer progress and financial performance of the client program. • Identify, and manage customer services deficiencies and be the ears of the customer representing their needs and desires while working closely with the sales team to develop new, customer value-driven solutions. • Work cross-functionally (typically with the sales team and senior management) to offer alternate solutions and product growth opportunities. • Function as the primary driver of communication (including broad-based/complex communications) between Client and Customers stakeholders. • Develop resource utilization and planning tools for program and portfolio management. • Implement established program management processes, dashboards, templates, policies, and metrics. • Lead timely resolution of key issues, decisions, escalations, and risks. • Help identify and fix processes and procedures that impede the smooth implementation of customer initiatives and programs. • Review, understand, and ensure the Quvia team adheres to the contract and client's agreements.

• Triage and follow-up on inbound requests • Complete ad hoc reporting and analysis • Execute Salesforce.com testing & coordinate with stakeholders • Create and maintain documentation of current state and future state processes • Create and maintain team and/or project pages in Wiki/Confluence • Participate/Lead special projects as assigned

• Lead "How We Lead": Own our flagship leadership development program, evolving it from a static framework into a living practice embedded in the flow of work. • Build "How We Manage": Design and launch our "Manager 101" program, focusing on managing remotely, effective 1:1s, team rituals, and operational excellence—leveraging AI to provide just-in-time coaching and prompts. • Drive Upward Feedback: Partner with People Partners to manage bi-annual upward feedback cycles, ensuring insights lead to actionable development for managers. • Nurture Communities of Practice: Facilitate monthly manager All Hands and build spaces where leaders can solve problems, share "oops" moments, and learn together. • Scale Manager Onboarding: Design the first 90 days for new managers to ensure they hit the ground running with the "Chainguard Way" of leadership. • Champion External Branding: Partner with Marketing to showcase our culture on LinkedIn, RepVue, and other platforms—telling the story of what it’s like to build and lead here. • Support Culture Milestones: Co-lead leadership offsites and major summits to create high-impact, "wonderfully weird" employee experiences.

• Own Kaseya’s enterprise-wide NPI framework, processes, and tollgates for new product and major feature launches. • Define launch tiers and corresponding requirements (e.g., beta, GA, phased rollout, regional vs global). • Partner with Product Management on business cases, launch objectives, and success metrics (e.g., adoption, usage, revenue, NPS). • Build and manage integrated launch plans that span Product, Engineering, Marketing, Sales, Partners, Customer Success, Support, Finance, Legal, and Ops. • Lead cross-functional “launch squads,” ensuring clear owners, timelines, and accountability for all deliverables. • Identify and manage dependencies and risks; escalate and drive decisions to keep launches on track. • Ensure early customer validation (preview, beta, pilots) and that learnings are incorporated into the launch plan. • Partner with Go-to-Market leaders to define positioning, pricing & packaging, routes to market, and commercial targets for new products. • Drive field readiness: Ensure Sales, Account Management, and Partner teams have the training, tools, messaging, and collateral they need. • Coordinate launch playbooks, sales plays, demos, and talk tracks. • Ensure Support and Customer Success are launch-ready (runbooks, SLAs, knowledge base content, success plans, etc.). • Work with Engineering and Product to confirm readiness criteria (performance, scalability, reliability, security) are met before launch. • Partner with Security, Legal, and Compliance to ensure all requirements (data privacy, regulatory, contractual) are addressed prior to launch. • Coordinate with internal operations (billing, provisioning, quote-to-cash, reporting) to ensure frictionless customer experience from day one. • Lead post-launch reviews (30/60/90 days) to assess performance against objectives and drive corrective actions. • Define and track a standard set of NPI KPIs (e.g., time-to-market, launch readiness scores, adoption, churn for new products, field satisfaction). • Continuously refine Kaseya’s NPI processes, tools, templates, and governance based on data and feedback. • Lead a small team of NPI program managers. • Influence and align senior stakeholders across Product, Engineering, and Go-to-Market on launch priorities and trade-offs. • Foster a culture of transparency, accountability, and collaboration around launches. • Act as the single point of contact and “voice of the launch” for executive updates and status.