Senior Program Manager
RouteThis
Operations
Waterloo Ave, Toronto, ON M3H, Canada
Posted on Nov 7, 2025
RouteThis is on a mission to revolutionize technical support. We build AI-powered solutions that help Internet Service Providers and Smart Home companies solve connectivity and WiFi problems—before the subscriber ever needs to call. Our customers already benefit from our SaaS solutions today and we aim to magnify that value by building agentic qualities into our solutions.
As a Senior Program Manager at RouteThis, you will play a strategic role in scaling and executing complex, enterprise-level implementation programs. You’ll be responsible for ensuring successful delivery of multi-phase SaaS deployments that align with both customer and company objectives, while continuously improving program delivery, driving executive alignment, and mentoring others on the team. This is a high-impact role that sits at the intersection of customer engagement, implementation strategy, and cross-functional collaboration, requiring strong leadership, strategic thinking, and operational excellence.
What You'll Do:
- Lead planning and delivery of large-scale, multi-phase enterprise programs involving global stakeholders and multiple product integrations.
- Develop and optimize scalable implementation strategies that meet evolving enterprise customer needs.
- Manage interdependent projects and ensure long-term alignment with RouteThis’ platform capabilities.
- Design and implement governance frameworks, including customer-facing roadmaps and executive reporting.
- Standardize program delivery tools, templates, and methods to drive consistency and efficiency.
- Serve as a trusted advisor to enterprise clients, fostering deep, strategic relationships that drive measurable business outcomes.
- Lead executive steering committees and provide actionable insights to shape ongoing program direction.
- Advocate for the customer internally, influencing product roadmaps and prioritization.
- Align diverse stakeholders (internal and external) to ensure shared vision and successful outcomes.
- Partner across Engineering, Product, Sales, and Customer Success to ensure smooth execution and continuous customer value delivery.
- Champion RouteThis’ values in every collaboration, embodying Customer First, Own It, Innovate, and One Team.
What You Bring:
- 7+ years of program or project management experience in enterprise SaaS or technology implementation environments.
- Proven track record leading complex, multi-phase enterprise programs with cross-functional stakeholders.
- Strong understanding of program governance, change management, and customer success methodologies.
- Exceptional executive communication and relationship-building skills.
- Experience mentoring and developing team members.
- Ability to balance strategic thinking with hands-on execution in a fast-paced, growth-oriented environment.
- PMP, or similar certification is an asset.
- Willingness to travel occasionally to customer sites.
About RouteThis
RouteThis is a SaaS company headquartered in Kitchener-Waterloo, transforming how ISPs and smart home brands handle support. Our AI-powered platform turns reactive support into proactive resolutions—making WiFi issues faster to solve and easier to prevent.
We’re a team that values ownership, velocity, and customer obsession. We offer competitive compensation, stock options, and a supportive environment for high-impact builders.
Sound like you? Apply now and help us shape the future of AI-first support!
