Customer Experience Program Manager

Role Overview

• Own and manage integrated workback plans across readiness, validation, communications, and launch milestones
• Drive program operating cadences including daily and weekly stand‑ups, readiness checkpoints, and executive review cycles
• Track dependencies, risks, and blockers; proactively surface tradeoffs, mitigation plans, and recommendations
• Plan and execute User Acceptance Testing (UAT) programs end‑to‑end
• Define validation phases and manage ring‑based deployments (e.g., UAT, Ring 0, Ring 1, Ring 2)
• Coordinate participant readiness including access provisioning, instructions, timelines, and logistics
• Capture testing feedback in structured, actionable formats (sessions, recordings, documentation, feedback loops)
• Manage phased rollouts using clear entry and exit criteria for each deployment ring
• Coordinate office hours, iteration cycles, follow‑ups, and issue triage throughout rollout
• Maintain centralized tracking of feedback, issues, dependencies, and resolution status
• Partner closely with engineering teams to align timelines, expectations, and delivery plans
• Translate field and user feedback into clear, prioritized insights for engineering teams
• Support cultivation and sustainment of pilot or validation communities
• Coordinate readiness activities including communications, learning assets, launch preparation, and drills
• Manage readiness logistics such as publication workflows, compliance reviews, and learning system handoffs
• Ensure readiness assets are accurate, complete, and tailored for intended audiences
• Act as connective tissue across program leaders, customer experience teams, learning partners, vendors, and engineering
• Maintain shared tools and artifacts with clear ownership and up‑to‑date status (e.g., planners, sites, collaboration spaces)
• Align messaging and timelines across parallel initiatives to avoid fragmentation or duplication

Requirements

• 5–7 years of professional experience in program or project management
• Proven ability to operate effectively in ambiguous, fast‑moving environments
• Demonstrated experience managing UAT, pilots, or phased program rollouts
• Strong cross‑functional coordination skills without direct authority
• Excellent written and verbal communication skills, with strong attention to detail
• Ability to work independently, manage competing priorities, and drive execution end‑to‑end
• Advanced experience developing and delivering stakeholder‑ready presentations
• Hands‑on experience using collaboration and productivity tools such as presentation software, document repositories, and shared planning tools
• Prior experience working within a large, enterprise technology organization for at least one year (full‑time employee experience preferred)

Benefits

• Medical, dental, and vision coverage
• Flexible Spending Account
• 401k program
• Competitive PTO offerings
• Parental Leave
• Opportunities for professional growth and development