Senior Director, Strategic Programs and PlanningDepartment: SaaS
Employment Type: Full Time
Location: Atlanta
DescriptionThe Sr. Director, Strategic Planning & Programs leads Customer Success & Experience's most important initiatives from definition through measurable business outcomes, while owning the planning cadence, QBRs, and all-employee meetings that turn strategy into aligned action. This role builds the narrative connecting CSX's strategy, progress, customer impact, and priorities so leadership, the broader team, and key external audiences understand what CSX is building and why it matters.
Reporting to the SVP, Transformation in Customer Success & Experience, this is both a builder and a connector role: translating strategy into programs, cadence, and measurable outcomes that keep the organization moving in the same direction.
A Typical Day in the Life Includes:- Identify and take ownership of strategic initiatives that lack a clear accountable owner, defining scope, success measures, and a path to steady-state operation.
- Lead cross-functional execution of high-priority programs across Customer Success, Support, Education, Sales, Product, and other partner teams, without relying on direct authority.
- Own the annual and quarterly planning cycle, translating executive priorities into roadmaps with clear milestones and owners.
- Design and run the decision-making cadence, including QBRs, leadership offsites, and prioritization reviews, applying structured decision frameworks that speed executive alignment and resolve tradeoffs.
- Build clear executive and external-facing narratives that connect CSX strategy, customer value, program progress, risks, and decisions needed.
- Lead change-management planning for strategic initiatives so decisions translate into adoption, behavior change, stakeholder alignment, and measurable outcomes.
- Track program outcomes and business impact against defined success measures, surfacing risks and dependencies early enough for leadership to act ahead of problems.
- Apply AI-enabled tools and automation to synthesize customer and business insights, improve execution, and increase leadership decision quality.
Basic Qualifications:- Experience in strategic operations, program management, or business operations roles, including prior experience as a direct partner to executive leadership.
- Proven track record of taking a strategic initiative from undefined problem to a running, measurable program.
- Experience owning a planning cycle or operating cadence, such as QBRs, annual/quarterly planning, or executive business reviews.
- Demonstrated ability to drive alignment and execution across a complex, cross-functional environment without direct authority.
- Exceptional executive communication, presentation, and synthesis skills, with the ability to turn ambiguity, data, and cross-functional input into clear narratives and decision-ready materials.
- Experience driving organizational change across complex stakeholder groups, including adoption planning, communications, and operating model or process change.
- Financial and business acumen, with the ability to evaluate program investment, resource tradeoffs, and return on effort
- Analytical and organizational skills, with the ability to manage multiple initiatives simultaneously in a fast-paced environment.
- Ability to use AI-forward ways of working to synthesize information, identify patterns, improve leverage, and create executive-ready outputs.
- Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship.
Preferred Qualifications:- Experience in a SaaS, enterprise software, or customer success organization.
- Experience with governance models, executive reporting, and KPI/scorecard design.
- Experience supporting executive thought leadership, strategic narrative development, or customer-facing communications.
- Experience identifying practical use cases for AI or automation that improve operating cadence, customer insight, program governance, or decision quality.
Location: Hybrid Role - 3 days in office (Atlanta, GA; Dallas, TX)
