Customer Experience Program Manager

Job Description

As a Customer Experience Program Manager, you will lead the execution, readiness, and validation of multifaceted customer experience and field-facing initiatives. Operate in a dynamic, ambiguous environment, serving as a crucial operational link between program strategy, engineering teams, readiness stakeholders, and rollout audiences. Key responsibilities include: * Overseeing integrated workback plans encompassing readiness, validation, communications, and key milestones. * Managing program cadences, such as daily and weekly stand-ups, readiness checkpoints, and executive reviews. * Identifying and tracking dependencies, risks, and obstacles; proactively proposing tradeoffs and mitigation strategies. * Planning and conducting end-to-end User Acceptance Testing (UAT) programs. * Defining validation phases and managing ring-based deployments (UAT, Ring 0, Ring 1, Ring 2). * Coordinating participant readiness, including access, instructions, timelines, and logistics. * Capturing structured feedback through sessions, recordings, documentation, and feedback loops. * Managing phased rollouts with clear entry and exit criteria. * Coordinating office hours, iteration cycles, and issue triage. * Maintaining centralized tracking of feedback, issues, dependencies, and resolutions. * Collaborating with engineering teams to align timelines and expectations. * Translating field feedback into prioritized insights for engineering. * Supporting pilot and validation communities. * Managing readiness activities, including communications and launch preparation. * Ensuring accurate and tailored readiness assets. * Acting as a connector between program leaders, customer experience teams, learning partners, vendors, and engineering. * Maintaining shared tools and artifacts with clear ownership. * Aligning messaging across initiatives to prevent redundancy.

Qualifications

1. 5-7 years of program or project management experience. 2. Proven ability to thrive in ambiguous, fast-paced settings. 3. Experience managing UAT, pilots, or phased rollouts. 4. Strong cross-functional coordination without direct authority. 5. Excellent communication skills with attention to detail. 6. Ability to work independently and manage priorities. 7. Experience developing stakeholder-ready presentations. 8. Hands-on experience with collaboration tools. 9. Experience within a large technology organization.

Benefits

- Medical, dental, and vision coverage - Flexible Spending Account - 401k program - Competitive PTO offerings - Parental Leave - Opportunities for professional growth and development