Lead Program Manager – Customer Experience Transformation

Role Overview

• Lead enterprise CX transformation programs including: GenAI-powered self-service
• Drive cross-functional execution across Product, Engineering, Support, UX, Content, and Data teams
• Translate Voice of Customer insights and operational data into actionable programs and use cases
• Define program scope, sequencing, KPIs, success metrics, and execution strategy
• Operate effectively in ambiguous environments and create structure, ownership, and accountability
• Track and report metrics tied to: CSAT GRR Customer effort reduction Service quality Operational efficiency

Requirements

• Strong Program / Transformation Management background
• Experience driving enterprise CX initiatives
• AI/GenAI transformation exposure preferred
• Executive stakeholder management
• Cross-functional leadership experience
• Experience improving customer journeys and operational efficiency
• Ability to drive large-scale execution in fast-paced environments

Benefits

• All your information will be kept confidential according to EEO guidelines.