The Title Is Familiar. The Job Is Not.
Most Sr. Program Manager roles are coordination layers. Status meetings. Slide decks. Nudging people
to reply to emails. This is none of that.
We are building GoComet's Customer Delight Engine — an AI-native function that transforms how
enterprise accounts experience value. Getting there requires someone who can hold the entire
operating system together while we rebuild it from the inside.
Your success is not measured by what you organised. It's measured by whether the transformation
actually happened.
You are not the person who reports on the org. You are the person who runs it.
If you think in outcomes, not tasks — keep reading.
Why This Role Exists
GoComet serves enterprise accounts at $250K–$1M+ ARR. At this scale, a failure to deliver outcomes
is not just a bad quarter — it is a reference story that closes future doors.
We are transforming the Customer Delight Engine into an AI-native function — moving from traditional
SaaS implementation toward outcome-driven delivery, where intelligence replaces rigid workflows and
results replace activity.
That transformation doesn't happen because we planned it well. It happens because someone holds the
entire operating system together while we rebuild it from the inside.
When the Head of the Customer Delight Engine is away for a quarter — nothing should break.
Everything should run. That is the bar for this role.
What You Will Own
Delivery Governance
Full visibility of every client engagement. Stage, health, risk, and escalation — in real time. You know
before anyone else when something is slipping. Every project tracker reflects outcome commitments,
not just task lists.
Process Enforcement
Four cycles. SOPs. Anchor PM. PRD discipline. You audit. You flag. You close gaps. If it's documented
but not followed — that's your queue to fix the problem.
Statement of Work Alignment
What was sold must match what is being built. You track fidelity between commercial commitments and
delivery reality. Drift gets flagged before it becomes a loss — for GoComet or for the customer.
Customer Outcome Mapping
PMs, CSMs, and Solution Specialists must track outcomes — not milestones. You ensure the entire
Customer Delight Engine is measuring what changes in the real world for the customer, not just what
tasks got closed.
Hiring Operations
Every open position in the Customer Delight Engine is your responsibility. Not to recruit — to own
velocity and quality. Positions moving, candidates coming in. You drive this.
Staffing & Resourcing
You own the staffing plan aligned to our AI-native transformation roadmap. Is there enough capacity?
Are gaps visible before they become delivery failures? Is the plan keeping pace with where we are
heading?
POD Structure
GoComet runs customer-aligned PODs. You assess their health, spot structural problems, and drive
improvements. Handoffs clean. Roles clear. Escalation paths working.
Transformation Metrics
Two metrics. Both must rise together: Revenue per Employee and Tokens per Employee. You own
the measurement, the reporting, and the accountability for whether the Customer Delight Engine is
genuinely moving toward AI-native delivery — or just saying it is.
AI-Native Product Initiatives
You drive initiatives that make the Customer Delight Engine progressively more AI-native — AI-powered
integrations, outcome dashboards CSMs can build themselves, configuration-driven workflows that
remove engineering dependency. You do not just manage these. You ensure these are delivered.
How You'll Work
As the Operator
Weekly delivery reviews. Cross-team process enforcement. Trackers and systems that make
accountability structural. You do not chase people — you build systems, so they do not need to be
chased.
As the Transformation Driver
You use AI tools to drive the internal transformation of the Customer Delight Engine — not to build
products, but to change how the org itself works. You prototype AI-native alternatives to how the team
currently operates, demonstrate what a transformed delivery function looks like in practice, and drive
adoption from the inside. The people who need to change how they work need to see what is possible
first. You are the one who shows them.
As the Anchor
You are the connective tissue between Sales, Discovery, Build, and Deploy. When something falls
through the gap between teams — that is your gap. You own it. You close it.
Who You Are
You don't ask: "What should we track?" You ask: "What must change in the real world for this to matter?"
Must-Have
- 5–7 years across delivery, product, transformation, or operations roles — ideally a combination, not
a single track
- Led or managed large-scale digital transformation programs across multiple organisations or teams
simultaneously
- Heavy stakeholder management — business leaders, enterprise customers, cross-functional
teams, all at once
- Strong process design and enforcement background — has built SOPs in complex environments
and made them actually stick
- Enterprise B2B exposure — understands how implementation quality drives renewal, expansion,
and reference value
- Technical sensibility: not a developer, but not intimidated by tech. Can read architecture
diagrams, understand integration patterns, and hold substantive conversations with engineers
Can use AI tools to build working proof-of-concepts — Claude, GPT, Cursor, or equivalent. Not
just as a user — as a builder
- Understands LLM concepts at a working level — enough to evaluate, drive, and communicate
AI-native delivery initiatives
- Outcome-obsessed — knows the difference between a team that is busy and a team that is
delivering
Nice to Have
- Background in logistics, freight, or supply chain operations
- Experience building internal AI tools, agents, or workflow automations
- Has previously acted as a deputy or operator for a senior leader
- Zero-to-one product or platform experience
What This Role Is NOT
- Not a Sr. Program Manager who manages calendars and owns meeting notes
- Not a programme manager who tracks task completion
- Not an analyst who builds decks and hands them upward
- Not a consultant who recommends changes and moves on
