Senior Program Manager - Customer Experience

About the role

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.

About You

• Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, Project Management, Information Systems, or a related field.
• 12+ years of experience in Process Excellence, Business Process Improvement, Operational Excellence, Program Management, Management Consulting, or Customer Experience Operations.
• Experience designing and implementing scalable process frameworks, governance models, and operating models.
• 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.
• Strong understanding of AI technologies, workflow automation strategies, and how AI can improve operational workflows and customer experiences.
• Working knowledge of Salesforce Service Cloud capabilities and customer support technologies.