Program Architect - Qualtrics/Medallia

Job description

Job Description: Key Responsibilities Lead end to end delivery of Qualtrics Engage projects from presales through closure by making sure it meets agreed scope, schedule, cost, and quality. Serve as the Single Point of Contact (SPOC) for clients and internal stakeholders, set expectations and maintain clear communication. Provide program-specific support aligned to client CX/EX objectives and outcomes. Proactively collaborate with technical experts and strategists to ensure solutions align with the customer’s broader CX/EX goals . Establish governance with clear roles, responsibilities, decision rights, and RACI. Uphold ethical, legal, and socially responsible conduct. Develop and maintain an integrated project plan , adhere to Project timeline, update Plan & other documentation on weekly basis, manage milestones, critical path, and dependencies. Budget & cost management : own project budgets by managing hours to be within Budget, track forecasts vs. actuals, manage billing and invoicing milestones. Raise proactive internal/external alerts to prevent last minute escalations. Identify risks early through close SME engagement, keeping project decisions and timelines aligned with long term client objectives. Drive risk, action, issue, decision, and dependency (RAIDD) management with proactive mitigation and timely escalation. Lead kickoff meeting , Discovery sessions, weekly status meetings, and solution walkthroughs. Circulate minutes and status updates. Oversee build and validation of surveys, dashboards, and workflows per SOW. Ensure design sign‑offs, quality assurance/UAT, and a robust launch plan. Run change management : capture scope changes, assess impact on schedule/cost/quality, obtain approvals, and maintain baselines/configuration. Resource management : plan and allocate internal/external capacity, coordinate vendors/partners when there is a need. Business case & benefits management (as applicable) : support sponsors to develop/maintain the business case; track benefits vs. costs/risks; ensure outputs deliver intended outcomes. Scheduling & dependency management : build/maintain realistic schedules; map and own dependencies; arbitrate and resolve cross‑workstream issues. Quality management : define acceptance criteria; drive reviews/testing; enforce defect prevention and continuous improvement. Drive final sign‑off , documentation handover, CSAT, retrospectives, and transition to managed services where applicable. Qualtrics certifications will be a plus. Location: DGS India - Mumbai - Thane Ashar IT Park Brand: Merkle Time Type: Full time Contract Type: Permanent