Senior CX Program Manager

About the team & opportunity

What’s so great about working on Calendly’s Customer Experience team?

We provide a high touch experience to each customer and enable them to improve our product so that they can gain valuable time back into their day to day.

Why do we need you? Well, we are looking for a Senior Customer Experience Program Manager who will bring effective communication and partner management to project coordination and data-driven decision-making for our CX feature release and voice of customer programs. You will report to the Senior Manager of Education and Training. As the leader of cross-functional collaboration, you will strategically implement customer-centric releases. You will also be responsible for mitigating risks for our users as we expand our platform, ensuring seamless internal communication, and applying data-driven insights to enhance customer experience, adoption, and retention continually. Your work will significantly impact our customers, and we are excited to have you on board as we strive to provide the best possible experience for them.

On a typical day, you will be working on:

• Collaborate with product, engineering, UX design, product marketing, and customer experience teams to plan Product releases aligned with customer needs and business goals
• Lead the end-to-end CX feature release process, encompassing scheduling, communication, and activity coordination to minimize disruptions for our team and customers
• Identify potential release-related risks and develop strategies to ensure a smooth customer experience
• Develop and implement communication plans for internal and external partners to understand release changes and their impact
• Maintain detailed release notes, continuously monitor release performance, and suggest data-driven improvements for customer experience
• Develop and implement strategies for multi-channel, Voice of the Customer (VOC) product feedback across customer channels, including Support, Help Center, Community, NPS and CSM interactions, aiming to ensure feature requests are properly captured, prioritized and presented.
• Identify improvement areas, analyze data, share insights, present recommendations to align with customer-centric goals. Stay updated on trends, apply innovations, collaborate for efficient data handling, ensuring privacy and security

What do we need from you?

• 8+ years of proven experience in release management, project management, VOC program management, or related roles within Customer Experience teams.
• Direct experience applying CX and VoC platforms and tools (e.g., Jira, Confluence, Gainsight, Zendesk, Miro, Figma, Guru, etc.)
• Strong understanding of customer experience principles and a customer-centric approach.
• Excellent communication skills, with the ability to convey technical information clearly and understandably.
• Strong problem-solving and decision-making skills.
• Meticulous and well-organized, with the ability to manage multiple projects simultaneously.
• Proficiency in release management tools and methodologies is a plus.
• Knowledge of Agile and Product Lifecycle Management (PLM) practices is imperative.
• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time

What’s in it for you?

Ready to make a serious impact? Millions of people already rely on Calendly’s products, and we’re still in the midst of our growth curve — it’s a fantastic time to join us. Everything you’ll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you’ve ever worked with, then we hope you’ll consider allowing Calendly to be a part of your professional journey.

Our Hiring Process:

Applicants for this role can expect to follow the hiring process listed below. Please keep in mind that applicants can be declined from the position at any stage of the process.

• Qualified candidates will be invited to schedule a phone interview with a member of our recruiting team. This is a great time to ask any initial questions you have about the company or the role.
• Next, we’ll put you in direct contact with your potential future manager. You’ll get a chance to learn even more about life at Calendly, the responsibilities attached to your role, and the qualities needed to succeed here.
• Next, or in parallel, you’ll meet with your potential future team members.
• Next, you’ll present your ideas on a topic(s) to a small group of future partners.
• Finally, we contact those you’ve worked with before, to learn more about the impact you can make, the value you bring, and the best way to set you up for success at Calendly.

We aim to provide an inclusive and equitable candidate experience to everyone who expresses interest in working at Calendly. The recruiter assigned to this role will keep you informed every step of the way. Have questions? Let your recruiter know! Want to share your experience? We are passionately committed to improving and building on our process, and we consider feedback a gift.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at [email protected]. 

This specific role is not eligible for employment in California or Hawaii. Note that all individual roles will specify location eligibility.

Candidates residing in California may visit our Notice at Collection for California Candidates here: Notice at Collection