About the Role: Job Title: Total CX Manager
Role OverviewThe Total Customer Experience (TCE) Program Manager is responsible for defining, evaluating, and optimizing the end-to-end customer experience across the software, applications, services, and connected ecosystems throughout the product lifecycle-from concept and design through development, launch, support, updates, and ongoing optimization.
This role serves as the customer advocate and experience champion, ensuring every customer interaction is intuitive, seamless, consistent, and valuable. The TCE Program Manager partners closely with Product Management, UX, Engineering, Quality, Marketing, Customer Support, and Operations teams to identify experience friction, drive improvements, and establish best-in-class customer journeys.
The role combines customer empathy, journey mapping, program leadership, and data-driven decision making to improve customer engagement, onboarding success, adoption, retention, supportability, and overall business outcomes.
Key ResponsibilitiesEnd-to-End Customer Experience Ownership
Own and continuously improve the end-to-end customer experience lifecycle across software applications, services, platforms, and device ecosystems.
Evaluate customer journeys across all major stages, including:
Awareness and discovery
Installation and setup
Authentication and account creation
Onboarding and first-use experiences
Feature adoption and engagement
Updates and upgrades
Troubleshooting and self-service support
Issue resolution and customer care
Retention and advocacy
Establish a holistic view of customer interactions across devices, operating systems, applications, services, and support channels.
Ensure customer experiences remain consistent, intuitive, scalable, and aligned across multiple products and services.
Location: Vancouver,WA
Salary Range: The salary for this position is between $104,000- $114,400 annually. Factors which may affect pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.
Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: [medical insurance] [dental insurance] [vision insurance] [401(k) retirement plan] [longterm disability insurance] [shortterm disability insurance] [5 personal days accrued each calendar year. The Paid time off benefits meet the paid sick and safe time laws that pertains to the City/ State] [1015 days of paid vacation time] [6 paid holidays and 1 floating holiday per calendar year] [Ascendion Learning Management System]
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Preferred Skills Customer Experience
- Usibility
- End to end journey
- journey mapping
- optimization
Job details Job ID 333221
Role Program Manager
Location Vancouver, Washington, US
Job type Direct Hire
Recruiter Nishtha
Email nishtha.bahoriya@ascendion.com
