Senior Program Manager (Customer Experience)

• We are seeking two (2) Senior CX Program Managers who will serve as a strategic operational advisors
• You will drive process excellence, operational transformation, and cross-functional execution across the Customer Experience organization
• You will partner with CX leaders to optimize operational efficiency, build scalable operating models, and ensure initiatives are executed through strong governance, structured program management, and continuous process improvement
• In this role you will design, implement, and own the Customer Experience Process Change Framework—a standardized intake, evaluation, governance, implementation, and communication model for all operational changes
• This framework will become the foundation for how CX evaluates, prioritizes, implements, and communicates operational change
• Strategic Thought Partner & Trusted Advisor:
• Streamline processes and improve communication in order to enable leaders to focus on strategic initiatives and high level decision making
• Establish standardized intake, prioritization, governance, implementation, and communication processes for all Customer Experience initiatives
• Analyze, map, and document current-state and future-state workflows across Customer Experience, including customer-facing, agent-facing, and internal operational processes
• Evaluate and optimize agent workflows, support processes, and operational procedures to improve efficiency, consistency, quality, and customer outcomes
• Identify operational bottlenecks, inefficiencies, and opportunities to simplify, standardize, automate, and scale processes
• Lead end-to-end process redesign initiatives that improve operational performance, employee experience, and customer experience
• Develop standardized process documentation, SOPs, governance artifacts, operational playbooks, and scalable operating models that support organizational growth and continuous improvement
• Program Management & Operational Governance:
• Partner with the CX team and cross functional partners to create a unified operating model that connects initiative management, process governance, change management, and operational readiness
• Develop governance structures, milestone tracking, executive reporting, dashboards, and risk management processes that improve visibility and execution
• Facilitate governance meetings, executive steering committees, and cross-functional working sessions while driving accountability across stakeholder groups
• Change Management & Organizational Enablement:
• Lead operational readiness planning and change management activities for new processes, systems, AI capabilities, and enterprise initiatives
• Collaborate with Learning & Development and operational leaders to develop communication strategies, documentation, and training plans that drive successful adoption
• Champion a culture of continuous improvement, operational excellence, innovation, and data-driven decision-making throughout Customer Experience

Benefits

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually
• Flexible time off policies allowing you to take the time you need to be your whole self
• Generous medical, dental, vision, STD, LTD, and life insurance
• 401(k) plan, with employer match
• Health Saving Account HSA program
• Support program for new parents
• Health care and dependent care FSA
• Employer paid commuter benefit
• Pet insurance and some of our offices are pet friendly!- Working knowledge of Salesforce Service Cloud capabilities and customer support technologies
• Knowledge of process mapping methodologies and continuous improvement frameworks such as Lean, Six Sigma, or Business Process Management (BPM)
• Experience managing enterprise initiatives using project management platforms such as Asana
• Experience designing and implementing scalable process frameworks, governance models, and operating models
• Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, Project Management, Information Systems, or a related field
• Strong understanding of AI technologies, workflow automation strategies, and how AI can improve operational workflows and customer experiences
• 12+ years of experience in Process Excellence, Business Process Improvement, Operational Excellence, Program Management, Management Consulting, or Customer Experience Operations