Senior Program Manager - Customer & Platform Migration (f/m/d)

At IDnow, we believe innovation is finding solutions to problems that don't yet exist but are sure to impact our future. Making the connected world a safer place is and has been our vision from the very beginning.

Our identity verification SaaS solutions enable businesses to make reliable, informed decisions in an instant. We offer robust, secure and seamless solutions to protect against player fraud, identity theft or forging signatures. It is not only mandatory and reduces business loss, but it also becomes a highly competitive advantage, as customer experience and retention rates improve substantially. We help our clients to increase security, improve customer conversion, and streamline their onboarding process.

We understand that regulation and our clients’ requirements are constantly evolving, so we evolve with them. Thanks to our close relationships with industry regulators, our solutions comply with multi-jurisdictional KYC ("Know Your Customer") regulations, allowing customers to process a wide variety of identity documents, and onboard and service consumers from all around the world in different markets and countries.

This position is based in Munich, Germany.

We’re entering a multi-year transformation with two major migration programs: C loud migration towards AWS, and internal product & tech migration (moving customers from legacy integrations to the new platform).

These initiatives involve complex cross-functional alignment across Product, Technology, Commercial, Customer Success, and Legal. They also carry significant commercial risk, making structured program leadership essential.

Key Responsibilities

The Program Manager will orchestrate at the intersection of product, commercial, legal, and tech to ensure migrations run smoothly. The role is about customer journey, contracts, pricing, and cross-functional execution — not product development or engineering leadership.

• Structure and lead customer migration programs: AWS, different projects in the Tech & Product department.
• Build and maintain a master overview: customers, migration track, contract status, pricing implications.
• Align stakeholders across Product, Tech, Commercial, Customer Support, and Legal.
• Develop migration playbooks, scripts, and templates to guide execution.
• Coordinate customer communication and support, working with Customer Success and Account Management.
• Track risks like churn or delivery gaps, and escalate proactively.
• Introduce program management tools/processes: RACI, Jira dashboards, reporting.

Preferred Experience

• Experienced program manager with migration experience (SaaS / cloud / legacy-to-new product context).
• Consulting-style background would be ideal.
• SaaS & Tech industry experience.
• Comfortable with Jira and other project management tools.
• Strong cross-functional operator; able to translate between product, technical, commercial, and legal contexts.
• Tech-savvy: you understand migration dependencies, but not an engineering manager.
• Structured, analytical, and stakeholder-driven.
• Service-oriented, collaborative mindset — not "command and control".
• Fluent English required. Additional German and/or French is a strong plus.

Perks & Benefits

• Health & Wellbeing: Use your full access to the mental health platform nilo, including 1on1 sessions.
• We value personal and professional development: make full use of the training Platform Udemy!
• A supportive feedback-based culture where respect and integrity guide us in what we do.
• We make your remote work comfy: we provide support on equipment and offer flexible working hours; we help you collaborate and connect with your colleagues both locally and remotely.
• Paid special leave days.
• Workcation possibilities.
• Other benefits specific to your location.

IDnow applies the principles of non-discrimination and equality: We strive to establish, maintain, and promote an open and inclusive recruitment process and working environment by respecting the principles of equal opportunities. Including but not limited to: sex, race or ethnic origin, religion or convictions, gender identity, citizenship, marital status, disability, age, or sexual orientation.

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