CX Program Manager

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a CX Program Manager in the United States.

This role sits at the intersection of customer experience, operational excellence, and cross-functional program leadership, ensuring that large-scale customer-impacting issues are resolved quickly, consistently, and with minimal disruption. You will lead critical programs that address compliance-related incidents, product or system changes, and remediation efforts affecting multiple customers at once. Acting as both a strategic leader and hands-on operator, you will coordinate across Product, Engineering, Legal, Compliance, and Customer-facing teams to protect trust, reduce risk, and improve outcomes at scale. You will also oversee structured remediation processes that balance fairness, revenue protection, and customer satisfaction. This is a high-impact leadership role where your work directly improves operational stability, reduces inbound volume, and strengthens enterprise-wide decision-making. Success in this environment requires strong program governance, analytical thinking, and the ability to bring clarity and structure to complex, fast-moving situations.

• Lead end-to-end execution of customer continuity, remediation, and compliance-impacting programs, ensuring clear ownership, structured delivery, and measurable outcomes.
• Manage and develop a small team responsible for program operations, customer communications, and execution quality across multiple workstreams.
• Coordinate cross-functional initiatives involving Product, Engineering, Legal, Compliance, and Customer teams to resolve high-impact incidents and systemic issues.
• Establish and maintain program governance frameworks, operating cadences, documentation standards, and executive-level reporting dashboards.
• Define and track key KPIs such as resolution time, case deflection, ARR protected, and operational efficiency, ensuring data accuracy and business visibility.
• Identify process gaps and drive continuous improvement through automation, AI tools, and workflow optimization to enhance scalability and consistency.
• Provide clear, structured updates to senior leadership on program status, risks, dependencies, and business impact.
• Ensure remediation decisions are applied consistently, fairly, and in alignment with policy and financial guardrails.

Requirements:

The ideal candidate brings strong program management experience in customer operations, SaaS, or service delivery environments, with a proven ability to lead complex, cross-functional initiatives at scale. You are both a strategic thinker and a hands-on operator who thrives in high-ownership environments.

• 7+ years of experience in program or project management within SaaS, customer operations, or service delivery organizations.
• 3+ years of people management experience with responsibility for coaching, performance, and team development.
• Proven experience leading customer assurance, business continuity, compliance, or quality-focused programs.
• Strong ability to manage cross-functional stakeholders and drive alignment across technical and non-technical teams.
• Excellent analytical skills with the ability to translate operational data into actionable insights and executive-level narratives.
• Experience building structured governance models, reporting cadences, and operational workflows.
• Proficiency with project management tools and business intelligence/reporting platforms.
• Experience leveraging AI tools, automation, or LLMs to improve operational efficiency and scalability is highly valued.
• Strong communication skills, with the ability to influence senior stakeholders and drive clarity in ambiguous situations.

Benefits:

• Competitive compensation package with bonus eligibility
• Comprehensive health coverage including medical, dental, and vision (varies by location)
• Paid time off and generous parental leave policies
• Inclusive and diverse workplace culture with employee resource groups
• Opportunities for career growth in a fast-scaling, high-impact organization
• Remote-friendly work environment and flexible working arrangements
• Employee wellness and support programs
• Access to learning and development opportunities in an AI-first organization