Lead Program Manager

Job Summary

Leading enterprise-wide customer experience transformation initiatives, the full-time Lead Program Manager will manage cross-functional execution across various teams while operating remotely and focusing on improving customer satisfaction and operational efficiency.

Key responsibilities:

• Lead enterprise CX transformation programs, including GenAI-powered self-service and predictive customer engagement
• Drive cross-functional execution across Product, Engineering, Support, UX, Content, and Data teams
• Translate Voice of Customer insights into actionable programs and define program scope, KPIs, and execution strategy

Required qualifications:

• Strong background in Program/Transformation Management
• Experience driving enterprise customer experience initiatives
• Exposure to AI/GenAI transformation preferred
• Proven executive stakeholder management skills
• Cross-functional leadership experience with a focus on improving customer journeys