Qualifications

• 5+ years in program management, operations, or customer experience roles, ideally in B2B services.
• Demonstrated experience managing and scaling programs across functions.
• Strong analytical skills with a knack for data storytelling from large datasets.
• History of developing success measurement frameworks tied to business KPIs.
• Excellent communication and stakeholder management capabilities.
• Proficiency in project management (Notion, Asana, Jira, Smartsheet) and data analysis tools (Excel, Looker, Tableau).
• Candidates should be locationally based in Boston or Austin, willing to work onsite three days a week.

Responsibilities

• Translate CX vision into scalable programs delivering measurable impact.
• Lead development and implementation of CX initiatives across diverse customer segments.
• Design frameworks to measure program effectiveness with clear KPIs and ROI assessment.
• Leverage data to identify insights and enhance program performance.
• Collaborate across CS, Product, Support, Marketing, Sales, and Analytics for program alignment.
• Streamline processes and drive continuous improvement through automation and workflow standardization.
• Create concise reporting tools to communicate program outcomes and risks to stakeholders.

Benefits

• Opportunity to lead and influence customer experience strategies.
• Dynamic work environment with cross-functional collaboration.
• Focus on data-driven decision making and continuous improvement.
• Exposure to a range of business functions and performance metrics.
• Work-life balance with regular office attendance.