Senior CX Program Manager

Who you are

• At least 6 years of relevant data analysis, project management, and/or program management experience, preferably in SaaS, technology, or a customer experience environment
• Proven track record of delivering solutions for unscaled problems, ideally in customer-facing or customer service capacities
• Demonstrated ability to translate business needs and customer pain points into technical requirements
• Experience collaborating with Product, Engineering, Data, Systems, Customer Support, and Professional Services teams
• Knowledge of customer experience metrics (CSAT, NPS, etc.) and best practices in B2B SaaS
• Strong project management skills, including Agile or similar methodologies
• Excellent communication, stakeholder management, and change management skills
• Ability to drive cross-functional initiatives and influence without direct authority

What the job involves

• The CX Program Manager will play a critical role in driving operational efficiency and scalability within the Customer Experience organization. By leading large-scale, cross-functional programs and projects, this role ensures smoother company-wide collaboration, CX cohesiveness, and enhances overall service delivery
• Partnering with cross-functional and inter-CX teams, the CX Program Manager ensures initiatives are well-executed, aligned with business objectives, and measured against key performance indicators
• This role directly contributes to improved customer satisfaction, streamlined operations, and stronger business outcomes through ownership of projects such as revamping CX’s existing tooling, driving improvements to CX’s activation processes and workflows, and ensuring that critical organizational change forces land successfully
• Lead high-priority, high-visibility, cross-functional programs, projects, and initiatives on behalf of CX
• Partner with cross-functional teams (Support, Professional Services, Systems, Product, PayOps, BillingOps) to remove friction points and ensure alignment to a consistent customer experience
• Own the execution of CX improvement initiatives from scoping to delivery, ensuring clear goals, timelines, and stakeholder alignment
• Manage and track multiple initiatives simultaneously, applying project management best practices to ongoing efforts
• Define and monitor KPIs and success metrics for process improvements and automation deployments
• Work with internal teams to develop and maintain documentation, playbooks, and training materials for new processes and tools
• Stay informed on emerging CX technologies and trends to propose innovative solutions
• Leverage your AI fluency to ensure that the workflows you establish for others and the tasks you set for yourself are optimized for efficiency, and governed by sound judgment

Benefits

• Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
• Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years (because we love what we do, but we also love vacation!)
• Make an impact on the environment and society with Impact Days
• Receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares
• Connect with your fellow Personios at regular company and team events like All Company Culture Week and local year-end celebrations
• Engage in a high-impact working environment with flat hierarchies and short decision-making processes
• Find your best way to work with our office-led, and remote-friendly PersonioFlex!