Program Manager, Customer Implementations

At gaiia, we're building the leading platform for Communications Service Providers (CSPs) that truly care about their customers. Our core product is an operating system (OS) for telcos that manages billing, operations, automation and everything in between. We're passionate about taking care of our people, and it's not just lip service. We want you to focus on your job while we care for everything else.

We offer
competitive pay and benefits, flexible vacations, attractive stock options, unparalleled transparency, and a 100% remote environment. We're excited to have you join us for your next career adventure If you love talking to customers, asking tough questions, and wrangling shifting timelines
- this role might be for you. You will join a team of Full-Stack Developers (including a Team Leads), Product Managers, Program Manager & Solution Engineers, all dedicated to solving B2B companies' biggest challenge: customer implementation. As a Program Manager, Customer Implemenations at

gaiia , you'll be the person who brings clarity to chaos. You'll be responsible for turning big, complicated customer implementations into structured, visible, and collaborative projects. That means owning the plan, the timeline, the dependencies, and the delivery
- across both internal teams and customers. It also means owning the relationship: you're the person customers trust to tell them where things really stand. This role is focused on customer implementation projects, each of which involve a new customer migrating from their systems onto our all-in-one software suite. Our customers are ISPs. They're technical, busy, and under pressure to Go Live on a new all-in-one platform
- often while running their existing one in parallel.



You'll guide them through critical moments like data migrations, provisioning workflows, and platform setup. You'll help define what a successful ending looks like for each project, track dependencies across teams, and make sure we're all working from the same playbook. Many implementations depend on product work still in flight. You'll make those product dependencies visible early, negotiate scope and timing with Product and Engineering, and keep customer commitments in line with what the roadmap can actually deliver. Internally, you'll collaborate closely with multiple functions to keep everything moving. Your day-to-day will involve getting deep into the weeds: working with customers to nail down inputs and delivery dates, helping teams unblock each other, and making sure our internal tools (i.e. Notion, Linear, Rocketlane) reflect reality. You'll also zoom out regularly, distilling the detail into clear, concise updates for gaiia's leadership and for customer executives. You'll also be a big part of shaping how we do project management at gaiia—by building shared practices and tools that make everyone's life easier. You'll also play a key role in building out our AI-powered PMO
- using tools like Claude to automate reporting, surface cross-project insights, and scale how we deliver outstanding implementations with latest and greatest that AI has to offer. This role (new vacancy) is equal parts coordination, communication, relationship management,



and tactical execution
- and it's deeply customer-facing. What you're going to do

Drive the end-to-end implementation process for new customers, from scoping through Go Live. Be the main point of contact for customers during onboarding
- driving timelines, setting expectations, and keeping everyone on track. Build and maintain strong, trust-based relationships with customer stakeholders at every level, from day-to-day operators to executive sponsors. Manage expectations through difficult conversations, escalations, and changes in scope. Build and maintain project plans that clarify deliverables, timelines, and dependencies across teams. Identify, track, and manage product dependencies and flag early when a dependency puts a Go Live date at risk. Coordinate closely with internal teams (product, customer success, customer solutions and engineering) to unblock issues and ensure smooth execution. Identify risks early and adapt plans quickly when things change
- without letting details fall through the cracks. Distill complex project status, risks, and decisions into crisp, executive-ready updates. Present them to gaiia leadership and customer executives, both live and in writing. Keep project info organized, accessible, and up-to-date, so everyone knows what's happening and what comes next. Spot patterns and inefficiencies across projects to help us scale how we deliver great implementations. Use AI tools (including Claude) to build and maintain cross-customer reporting dashboards, automate status updates, and surface portfolio-level risks from your project data. Help define and evolve our AI-powered PMO practices — building prompts, workflows, and lightweight automations that make the whole impl

📌 Program Manager, Customer Implementations (Winnipeg)
🏢 gaiia
📍 Winnipeg