DescriptionWe are seeking a strategic, data-driven Program Manager to lead and scale our Customer Experience (CX) programs. This individual will play a key role in translating the CX vision into measurable business value, building operational frameworks, and implementing scalable processes that enhance customer satisfaction and drive long-term impact.
As the Program Manager, you will partner cross-functionally to align CX initiatives with business objectives, create systems to track and measure program outcomes, and continually optimize operations through data insights and structured experimentation
Key Responsibilities
- Execute Vision to Value: Translate the CX strategic vision into tangible, scalable programs that deliver measurable customer and business impact.
- Program Design & Execution: Lead the end-to-end development and implementation of scalable CX initiatives across multiple customer segments and touchpoints.
- Impact Frameworks: Design and implement frameworks to measure program effectiveness, including defining KPIs, tracking progress, and assessing ROI.
- Data-Driven Decisions: Use quantitative and qualitative data to assess performance, uncover insights, and make informed decisions that improve program outcomes.
- Cross-Functional Collaboration: Partner with CS, Product, Support, Marketing, Sales, and Analytics teams to ensure seamless program execution and alignment with broader business goals.
- Process Optimization: Identify inefficiencies in CX delivery and drive continuous improvement through automation, standardization, and scalable workflows.
- Reporting & Communication: Develop precise, concise reporting mechanisms and communicate program performance, risks, and opportunities to stakeholders and leadership.
Requirements- 5+ years of experience in program management, operations, or customer experience roles, preferably in a B2B or scaled service environment.
- Proven success in managing and scaling cross-functional programs.
- Strong analytical and data storytelling skills; ability to derive insights and drive action from large data sets.
- Experience developing frameworks to measure program success and linking outcomes to business KPIs.
- Exceptional communication, stakeholder management, and organizational skills.
- Strong proficiency in project management tools (e.g., Notion, Asana, Jira, Smartsheet) and data tools (e.g., Excel, Looker, Tableau)
- Based in Boston or Austin with ability to be in-office 3 days per week
