Senior Customer Experience Program Manager

BILL is a rapidly growing fintech company focused on empowering businesses through innovative financial automation tools. The Senior Customer Experience Program Manager will lead and manage complex projects within the Customer Experience Operations division, ensuring alignment with strategic goals and delivering value through effective governance and execution of initiatives.

Responsibilities:

• Gain a deep understanding of CXO priorities and execute on projects that deliver value against CXO objectives
• Plan, Coordinate, Lead and Govern complex must deliver projects and deliverables that align to department goals and/or CXO organizational strategy
• Document and track program and project results against defined milestones
• Measure and report on key project indicators
• Quantify the value of program execution
• Provide strategic insights, analytics, and assessment for projects and ad-hoc requests in support of our transformation initiatives
• Provide execution support for strategic planning and governance processes, meetings, communications, and presentations, including preparation of communications to all stakeholder audiences including executive leadership
• Identify and mitigate project risk in partnership with project teams
• Escalate blockers to stakeholders and accountable leaders up through and potentially including the CXO VP
• Be a change advocate through the creation and execution of change management and communication plans for important CXO deliverables
• Proactively assist business partners in facilitating process design and improvement activities
• Deliver on assigned work with minimal oversight, managing across levels to solve for evolving priorities, ambiguity, and milestones

Requirements:

• Minimum 5 years of related experience
• Demonstrated strong leadership skills, exceptional communication, and relationship building skills for coordinating and developing positive working relationships with external partners and internal teams
• Led, managed, and played an active, contributing role to project execution, governance, and delivery, including independently creating, implementing, and executing organizational processes
• Managed and facilitated meetings with a variety of stakeholders and demonstrated the ability to influence/drive consensus among cross functional teams
• Provided insight, analytics, and assessment to support planning and/or delivery of projects targeted to achieve the strategic vision or roadmap
• Monitored Customer Service industry trends and environment, analyzed service and operational opportunities, and leveraged key performance indicators, business trends and product developments to improve the customer experience or overall business
• Prepared presentation materials for key governance meetings, including executive and senior leadership meetings, to support the development, status, and creation of short- and long-term strategies, projects, and key deliverables
• Ability to manage multiple projects and priorities simultaneously