In many organizations, program managers find themselves unfairly judged by a skewed set of metrics.
Did you deliver the project on-time and on-budget?
Was there high customer satisfaction?
What kind of productivity improvements were done?
Did you deliver the product at a high quality ?
Measurements like this are often touted as the gold standards for evaluating PGMs performance. But in the fast-paced, collaborative environment of software development, these metrics tell only a fraction of the story. Program managers are crucial orchestrators, not miracle workers. They influence outcomes, but rarely control them outright.
Let's dissect the fallacy of these conventional metrics:
Product-Market Fit: Program managers may champion the customer's voice, but ultimately, product decisions lie with product managers. Dogfooding and beta testing provide valuable insights, yet the final say on features and pricing rests elsewhere.
Engineering Excellence: While program managers can advocate for design and code quality, the engineers hold the reins. QA efforts can uncover issues, but the engineering team bears the ultimate responsibility for delivering a polished product.
Market Success: Program managers might raise concerns about marketing strategies or pricing models, but the business and marketing teams steer the ship. A brilliant product can flounder without effective go-to-market execution.
Development Velocity: Program managers can express concerns about engineering timelines, but senior management often dictates the pace. When deadlines slip, program managers are left to recalibrate, their hands tied by decisions made further up the chain.
Employee Attrition & Hiring: While Program Managers strive to create a positive and productive team environment, they often have limited influence over factors like compensation, benefits, and overall company culture that directly impact employee retention and the ability to attract top talent. They can raise concerns and advocate for their team members, but ultimately, HR and senior leadership make the final decisions.
External Dependencies: Program Managers are adept at managing dependencies within their sphere of control, but external factors like vendor performance, regulatory changes, or economic fluctuations can significantly impact project timelines and outcomes. While they can proactively identify and mitigate risks associated with these dependencies, their ability to directly control them is often limited.
Technology Adoption & User Training: Even with a well-executed program, the success of a new product or initiative often hinges on user adoption and effective training. While Program Managers can collaborate with training teams and advocate for user-centric design, the ultimate responsibility for adoption and training often lies with other departments, such as customer success or learning and development.
This misalignment between responsibilities and performance metrics sets program managers up for failure. It's time for a paradigm shift in how we evaluate their contributions. Program success isn't a solo act. It's a symphony of interconnected elements, and the Program Manager is the conductor, harmonizing efforts, anticipating challenges, and guiding the performance to a crescendo. They are the linchpin, not the engine, and their value lies not solely in driving results, but in enabling them. Their true value lies in their ability to facilitate collaboration, mitigate risks, and navigate complexities - the often-unseen forces that propel successful programs.
So, how do we truly measure their worth? Let's assess their ability to foster collaboration, mitigate risks, and navigate complexities. Let's recognize their influence, their adaptability, and their unwavering commitment to orchestrating success. Only then can we truly appreciate the profound impact of a skilled Program Manager.
Here is what Value add a Program Manager brings and how it should be measured:
Stakeholder Alignment and Engagement
Value Add: Program Managers should excel at fostering clear communication and collaboration across diverse stakeholders. They should ensure everyone is on the same page, understands project goals, and feels heard.
Measurement: Conduct stakeholder surveys to gauge satisfaction, track participation in meetings, and assess the level of alignment on key decisions and priorities.
Survey the stakeholders for:
How effectively does the Program Manager foster clear communication and collaboration across diverse stakeholders?
To what extent does the Program Manager ensure everyone is on the same page and understands project goals?
Risk Identification and Mitigation
Value Add: Proactively identifying and addressing risks is a core strength of Program Managers. They should anticipate potential roadblocks, develop contingency plans, and minimize disruptions to the program.
Measurement: Track the number and severity of risks identified, assess the effectiveness of mitigation strategies, and monitor the impact of any unforeseen events on the program.
Survey the stakeholders for:
How proactive is the Program Manager in identifying and addressing potential risks?
How effective are the Program Manager's contingency plans and mitigation strategies?
Cross-functional Collaboration and Communication
Value Add: Program Managers act as a bridge between different teams and departments. They should break down silos, facilitate information sharing, and foster a collaborative environment.
Measurement: Observe the level of interaction and cooperation between teams, track the timeliness and effectiveness of communication, and gather feedback on the Program Manager's ability to foster collaboration.
Survey the stakeholders for:
How effectively does the Program Manager facilitate collaboration and break down silos between different teams and departments?
How timely and effective is the Program Manager's communication across functions?
Negotiation and Conflict Resolution:
Value Add: Program Managers often act as mediators, navigating disagreements between stakeholders, team members, or external partners. They can find common ground, facilitate compromise, and maintain positive working relationships.
Measurement: Track the number and severity of conflicts identified and resolved, assess the timeliness and effectiveness of resolution strategies, and gather feedback on the Program Manager's ability to facilitate constructive dialogue and reach mutually agreeable outcomes.
Survey the stakeholders for:
How effectively does the Program Manager mediate disagreements and conflicts between stakeholders, team members, or external partners?
How timely and effective is the Program Manager in facilitating constructive dialogue and reaching mutually agreeable outcomes?
Clear and Effective Communication
Value Add: Program Managers should ensure everyone has the information they need, when they need it. They create clear communication plans, provide regular updates, and manage expectations.
Measurement: Evaluate the clarity and conciseness of communication materials, track the frequency and effectiveness of updates, and gather feedback on the Program Manager's communication style and responsiveness.
Survey the stakeholders for:
How clear and concise are the Program Manager's communication materials?
How effective are the Program Manager's updates?
How would you rate the Program Manager's communication style and responsiveness?
Decision-Making and Problem-Solving
Value Add: Program Managers make informed decisions and guide the team through challenges. They analyze situations, weigh options, and facilitate consensus to keep the program moving forward.
Measurement: Track the timeliness and quality of decision-making, assess the effectiveness of solutions to problems, and gather feedback on the Program Manager's ability to facilitate problem-solving.
Survey the stakeholders for:
How timely and effective is the Program Manager's decision-making?
How effective are the solutions the Program Manager implements to address problems?
How well does the Program Manager facilitate problem-solving and consensus-building within the team?
Adaptability and Agility
Value Add: Program Managers should navigate change and uncertainty. They respond to evolving requirements, adjust plans as needed, and maintain momentum even in challenging circumstances.
Measurement: Evaluate the Program Manager's ability to anticipate and respond to change, assess their flexibility in adapting plans, and track if the Program Manager implemented some creative ways to get the program back on track despite unexpected events.
Survey the stakeholders for:
How well does the Program Manager anticipate and respond to change?
How influential or instrumental is the Program Manager in bringing the program back on track despite unexpected events?
Process Improvement and Efficiency
Value Add: Program Managers continuously seek ways to improve processes and streamline workflows. They identify bottlenecks, implement best practices, and drive efficiency gains.
Measurement: Track improvements in key process metrics, such as cycle time or resource utilization, assess the adoption of new tools or methodologies, and gather feedback on the Program Manager's ability to drive continuous improvement.
Survey the stakeholders for:
How effective is the Program Manager at identifying and implementing process improvements?
How successful is the Program Manager in promoting the adoption of new tools or methodologies to improve efficiency?
Team Development and Mentorship
Value Add: Program Managers invest in their team's growth and development. They provide guidance, support, and opportunities for learning to help team members reach their full potential.
Measurement: Track team member satisfaction and engagement, assess the level of skill development and knowledge sharing within the team, and gather feedback on the Program Manager's mentorship and coaching abilities.
Survey the stakeholders for:
How would you rate the Program Manager's ability to foster team member satisfaction and engagement?
How effective is the Program Manager as a mentor and coach to team members?
Knowledge Management and Documentation
Value Add: Program Managers ensure that valuable knowledge and lessons learned are captured and shared. They create and maintain documentation, facilitate knowledge transfer, and promote organizational learning.
Measurement: Evaluate the quality and accessibility of program documentation, assess the effectiveness of knowledge sharing initiatives, and gather feedback on the Program Manager's ability to foster a culture of learning.
Survey the stakeholders for:
How would you rate the quality and accessibility of the program documentation created and maintained by the Program Manager?
How well does the Program Manager foster a culture of learning within the program team?
Strategic Thinking and Innovation
Value Add: Program Managers bring a strategic perspective to the program. They connect the dots between projects and initiatives, identify opportunities for innovation, and contribute to the organization's long-term vision.
Measurement: Assess the Program Manager's ability to think strategically, track their contributions to innovation and new ideas, and gather feedback on their ability to connect the program to the bigger picture.
Survey the stakeholders for:
How would you assess the Program Manager's ability to think strategically and connect the program to the bigger picture?
How effective is the Program Manager at articulating and communicating a clear vision for the program?
Customer Focus and Advocacy
Value Add: Program Managers should maintain a strong focus on the customer or end-user. They gather and incorporate customer feedback, advocate for their needs, and ensure the program delivers value to its intended audience.
Measurement: Rather than tracking customer satisfaction levels, assess the Program Manager's ability to champion the customer's perspective and evaluate how much customer feedback did the program manager surface and feedback into the program decisions.
Survey the stakeholders for:
How effectively does the Program Manager champion the customer's perspective and advocate for their needs?
To what extent does the Program Manager gather and incorporate customer feedback into program decisions?
Innovation and Creativity
Value Add: Program Managers should bring fresh ideas and perspectives to the table. They encourage creative problem-solving, explore new approaches, and foster a culture of innovation within the program team.
Measurement: Track the number and quality of innovative ideas or solutions proposed, assess the team's willingness to experiment and embrace new approaches, and gather feedback on the Program Manager's ability to inspire creativity and innovation.
Survey the stakeholders for:
How successful is the Program Manager in encouraging creative problem-solving and exploring new approaches?
How would you rate the number and quality of innovative ideas or solutions proposed by the Program Manager?
Vendor and Partner Management
Value Add: If the program involves external vendors or partners, Program Managers play a vital role in ensuring smooth collaboration and successful outcomes. They can establish clear expectations, manage contracts, and hold vendors accountable for deliverables.
Measurement: Evaluate the Program Manager's ability to select and onboard suitable vendors, monitor vendor performance against agreed-upon metrics, and manage any issues or conflicts that arise. Also do a Vendor survey to
Survey the stakeholders for:
How effective is the Program Manager in selecting and onboarding suitable vendors or partners?
How well does the Program Manager monitor vendor performance and hold them accountable for deliverables?
How successful is the Program Manager in managing any issues or conflicts that arise with vendors or partners?
By focusing on these metrics, organizations can gain a more accurate and comprehensive understanding of the true value Program Managers bring to the table. This will enable them to recognize and reward their contributions, foster their continued development, and ensure they are empowered to deliver successful programs that drive organizational success.
Rating Scale
0 - Not applicable
1 - Strongly Disagree
2 - Disagree
3 - Neutral
4 - Agree
5 - Strongly Agree
Please remember to provide clear instructions to stakeholders on how to complete the survey and emphasize the importance of their honest and constructive feedback.