Program Manager

About the role

At Coates Group, we are redefining how the world's leading brands build relationships with their customers through technology. For almost 60 years, our solutions have powered dynamic, smart, and personalised customer experiences, from in-store and drive-thru interactions at major global quick-service restaurants to seamless digital engagements across our network. As a global technology company with 9 offices and operations in over 50 markets, we combine the integrity of a family-owned business with the innovative spirit of a start-up. Our purpose is clear: Creating Connections. Empowering Partnerships. Always Evolving. If you are ready to turn strategy into execution, we are looking for a Program Manager to lead the programs that shape our products, solutions, and client success.

This role is central to how we deliver complex initiatives at scale. You will own the end-to-end management of strategic programs that directly influence product delivery and client outcomes. You will translate high-level business strategy into detailed program plans, establish the structure and rhythm for our most important work, and ensure every milestone is tracked and achieved with precision. You will act as the central coordination hub, aligning cross-functional teams to maintain momentum and uphold our standards. Using data, insights, and smart processes, you will refine our operations, drive continuous improvement, and keep stakeholders aligned. You will champion clarity and accountability so that even the most complex initiatives are delivered smoothly, supporting our commercial goals and reinforcing the trusted relationships we have built with partners and clients worldwide.

What you'll do

You will drive the planning, execution, and delivery of multiple strategic programs across our product and solution portfolio, ensuring initiatives are delivered on time and to the highest standard. You will own the development of program-level documentation, including roadmaps, timelines, and success metrics, to guide delivery teams and provide clear direction. You will translate ambiguous business challenges into well-defined program structures, establishing scope, objectives, and governance from the outset.

You will coordinate cross-functional collaboration, aligning product, technology, delivery, and commercial teams around shared outcomes and shared success. Using data and insights, you will monitor program health, identify risks early, and recommend corrective actions to keep initiatives on track. You will establish and maintain reporting cadences that provide full visibility into progress, issues, and dependencies for all stakeholders. You will champion the use of smart processes and tools to improve efficiency, reduce manual effort, and increase reliability across our operations.

You will partner closely with commercial teams to ensure program initiatives support revenue goals and client commitments, while acting as a key point of contact for stakeholders, providing updates, managing expectations, and resolving concerns in a timely and professional manner. You will continuously evaluate our delivery models and propose improvements that enhance outcomes for our teams, partners, and clients. You will support the rollout of new digital hardware and content management system features within program frameworks, ensuring seamless integration and adoption. You will ensure program-level risks are logged, monitored, and mitigated in line with our governance standards, and facilitate workshops and discussions to gather requirements and align stakeholders on program direction. By promoting a culture of curiosity, collaboration, and innovation, you will help drive better program results and shape the future of customer connection for leading brands.

Requirements

You bring a proven track record of managing complex programs in a technology or digital delivery environment, demonstrating consistent delivery against demanding timelines and expectations. You hold a degree or equivalent practical experience that demonstrates your capability in program management or a related discipline, providing a solid foundation for strategic and operational execution. You are comfortable working with both strategic thinking and detailed execution, moving fluidly between the big picture and the granular steps required to deliver outcomes.

You have strong experience using data and insights to inform decisions, measure program success, and highlight opportunities for improvement. Your written and verbal communication skills are excellent, allowing you to convey complex information clearly and persuasively to diverse audiences. You are highly organised, with the ability to manage multiple priorities and deadlines in a fast-paced setting, maintaining focus and quality under pressure. You have experience collaborating with cross-functional teams, including product, technology, and commercial functions, and you understand how to build effective partnerships across diverse disciplines. You are committed to maintaining the highest standards of accuracy, ownership, and accountability in your work, ensuring that every program you manage reflects our values and our commitment to excellence.