Own CSAT, contact rate, and other leading experience indicators for learners and tutors.
Monitor performance, spot trends, and diagnose root causes.
Turn data and customer insights into clear recommendations for Product, Growth, Customer Care, Supply Operations, and Localization.
Lead cross-functional programs end-to-end — scoping, alignment, execution, and impact tracking.
Build a feedback loop between expansion markets and global teams — turning local learnings into company-wide improvements.
Create, modify, and maintain policies that govern the learner and tutor experience across new geographies and subject areas.
Map end-to-end user journeys for learners and tutors; identify friction points and drive structural fixes.
Define and document the CX processes each new expansion requires, ensuring they’re scalable and built right from day one.
Drive alignment on policies and processes across Product, Growth, Customer Care, Supply Operations, and Localization.
Drive go-to-market readiness, in partnership with the Supply Operations and Customer Care Change Management teams — ensuring the right tools, workflows, and team knowledge are in place before go-live.
Coordinate across Product, Growth, Customer Care, Supply Operations, and Localization to land smooth, well-timed launches.
Flag risks early; own resolution and drive fast decisions.
Run post-launch reviews; feed findings back into policies, processes, and the next expansion’s playbook.

4+ years in strategy & operations, consulting, marketplaces, or high-growth tech roles.
Proven track record leading cross-functional initiatives, geographic expansion, or new vertical launches end-to-end, with clear outcomes.
Analytical and data-savvy: root-cause analysis, translating insights into business and product recommendations.
Excellent program and project management skills.
Experience writing or owning customer-facing policies or operational processes.
Strong communication, stakeholder management, and influencing skills.
Experience in influencing CX KPIs (CSAT, NPS, contact rate) and how to move them.
Marketplace or platform experience supporting a large base of customer and supply partners.
Experience creating and improving customer support agent workflows.
SQL and BI fluency (e.g. Looker).

CX Program Manager – Expansion

Key skills