Customer Experience Program Manager

About the Role

We're transforming how we manage and scale our customer experience. Core to this transformation is moving from ad-hoc project management to structured program delivery. We need a program manager who can balance tactical execution with strategic program development, coordinate across functions, and turn our customer strategy into measurable outcomes.

A significant portion of your work will focus on adoption and digital transformation programs, scaling capabilities across our customer base that drive both revenue realization and retention. You'll own a portfolio of programs ranging from specific adoption initiatives to foundational work. You'll report directly to the Chief Customer Officer and work closely with her to translate strategy into executable plans.

What You'll Do
Manage Tactical Programs End-to-End

Own the execution of specific initiatives: define the business case, establish success metrics, create a timeline, coordinate across teams (customer success, product, marketing, operations), track progress, and deliver measurable outcomes. Examples include converting customers to a new payment method, rolling out a new feature to drive adoption, building a customer segmentation program to tailor support by risk profile, or launching a campaign to change customer behavior. You'll orchestrate the work even if you're not doing all of it.

Design and Own Strategic Programs

Take longer-term strategic priorities and figure out how to operationalize them. Work with stakeholders to define scope, identify dependencies, sequence workstreams, and create a roadmap. Example: building a customer health framework (deciding what to measure, how to report it, what actions it triggers across the organization).

Orchestrate Cross-Functional Work

Keep programs moving by coordinating dependencies across customer success, product, engineering, marketing, operations, finance, and analytics. Call meetings, clarify scope, surface blockers, ensure handoffs happen, and resolve conflicts without escalation whenever possible.

Establish Metrics and Track Outcomes

Work with the analytics team to define success metrics for each program, build dashboards, track progress, and report results. Connect program outcomes to business impact (revenue, retention, efficiency).

Manage Program Portfolio and Prioritization

You'll work on multiple programs simultaneously at different stages (discovery, execution, measurement). Help leadership prioritize competing initiatives, sequence work, allocate resources, and maintain visibility into what's in flight. A significant portion of your portfolio will be adoption-focused programs; the rest will be foundational customer experience work.

Build Program Infrastructure and Process

Establish how programs get planned, tracked, and communicated. Create templates, cadences, and standards so that program management scales as the organization grows. This is foundational work that sets the tone for how we execute.

What You'll Bring
Required

• 3-5 years of program or project management experience, preferably in a customer-facing organization (SaaS customer success, implementation, professional services, or product). You've managed initiatives with multiple dependencies and seen them through to completion.
• Comfort with ambiguity and building structure. You don't need everything fully defined upfront; you're good at working backward from a goal, asking clarifying questions, and creating clarity as you go.
• Cross-functional coordination skills. You've worked across teams, managed dependencies, and unblocked work without formal authority. You're good at getting people on the same page.
• Metric and outcome orientation. You naturally ask "how will we know this worked?" You can define success criteria, establish baselines, and track progress.
• Clear written and verbal communication. You can explain complex programs simply, create documentation that sticks, and communicate progress to both detailed and high-level audiences.
• Ownership mindset. You see a problem, understand the scope, and own the solution. You don't wait for perfect information before moving forward.

Nice to Have

• Direct experience with customer success, adoption, or customer operations programs
• Understanding of change management, adoption mechanics, or customer behavior change programs
• Exposure to stakeholder engagement and driving adoption of new processes or capabilities across organizations
• Familiarity with BI tools or analytics workflows (you don't need to be a data analyst, but comfort interpreting dashboards is helpful)
• Experience working with financial services, payments, or insurance (not required; you'll learn the domain)

Why This Role Matters

Right now, customer experience programs run through whoever has the bandwidth. That works for a moment, but it doesn't scale and it burns people out. You're building the function that makes it possible to manage multiple strategic initiatives simultaneously without everything landing on operations leadership.

You'll work directly with the Chief Customer Officer on her top priorities. A core part of your mandate is scaling adoption across the customer base, moving from one-off adoption work to systematic programs. You'll have real influence over what gets executed and how. And you'll build the playbook for how we run programs which shapes how the organization thinks about delivery, outcomes, and accountability.

Why ePayPolicy

• Competitive salary
• Comprehensive benefits package with employer-paid basic life and disability premiums
• 401K
• Flexible Paid Time Off Policy (FTO)
• Company-sponsored quarterly "ePayItForward" initiatives
• Supportive and inclusive company culture with a focus on work/life balance
• Fully-stocked kitchen
• Lunch stipend when working onsite
• Open communication (We won't box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let's talk about it. We value everyone's ideas and opinions.)
• Huge opportunity for growth

We operate on a hybrid schedule for in-office employees. Standard schedules are three days per week in the office, however, the cadence and days are determined by each team and manager.

Embracing AI at ePayPolicy - At ePayPolicy, AI is a company-wide initiative essential to how we work and innovate. All employees are expected to proactively leverage approved enterprise AI tools to drive operational productivity. While leaning into these capabilities, team members must maintain our ethical standards: thoroughly verifying AI-generated outputs, safeguarding sensitive data, and strictly prohibiting the generation of synthetic media or the use of another individual's likeness without explicit consent.