Customer Experience Program Manager

OneSource Virtual (OSV) delivers compliant, in-tenant technology and expert services to Workday customers for payroll, taxes, earned wage access, accounts payable, and benefits. The Customer Experience Program Manager designs, documents, launches, and continuously improves post-sale customer journey programs, using data and cross-functional collaboration to drive customer success, adoption, and retention.

Responsibilities:

• Journey Design & Documentation: Map, document, and maintain the end-to-end customer journey across all customer segments — from scalable, digital-first touchpoints to high-touch, relationship-driven engagement — defining key milestones, engagement points, and handoffs for each tier
• Program Management: Design, launch, and manage customer experience programs from concept through rollout — including scoping, timelines, stakeholder alignment, and post-launch measurement
• Data-Driven Mindset: Monitor key metrics (NPS, Customer Effort Score, retention, expansion, adoption) by segment to prioritize and build programs to drive GRR and NRR outcomes, iterating based on results
• Cross-Functional Collaboration: Partner with Sales, Product, Service Delivery, Customer Success and Renewals teams to ensure programs are integrated into existing workflows across all segments without customer friction
• Customer Advocacy: Represent the voice of the customer in program design, building feedback loops that surface what's working and what isn't at each journey stage and segment
• Change Management: Roll out new and evolving programs as OSV's services expand, ensuring adoption internally and externally through clear communication and structured change plans and documented SOPs
• Continuous Improvement: Stay current on customer experience and journey design best practices across delivery models, bringing an agile, test-and-learn approach to program iteration

Requirements:

• At least 3-5 years in a similar role with a proven track record in program or project management, customer experience, or customer success roles within SaaS, BPaaS, or technology sectors
• Demonstrated experience designing and documenting customer journeys across varied engagement models (e.g. Pooled, High touch, etc.) and translating them into operational programs
• Strong data-driven mindset — comfortable defining metrics, analyzing program impact by segment, and adjusting course based on results
• Hands-on proficiency with customer success and workflow platforms such as Planhat, Salesforce, and Front (or equivalent CS/CRM tooling) to effectively document business requirements, milestones, track engagement, and report on program performance
• Exceptional attention to detail balanced with the ability to move fast and prioritize
• Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels, including executive audiences
• Experience driving transformation initiatives within complex, multi-product or service organizations