Customer Experience Program Manager II
Core
Monitor customer experience metrics and operational data to identify trends, surface risks, and recommend improvements for capacity planning and demand management.
Role type
Senior IC customer experience program manager
Builds
Systems, tools, and operational processes supporting efficient capacity planning and data-informed decision making
Domain
Technology operations and customer success
Deliverable
dashboards & analysis
Required skills
data analytics, cross-functional project management, capacity planning, demand management, process improvement, stakeholder collaboration, trend identification, operational risk assessment, resource planning, system optimization
Preferred skills
experience in engineering or product development, experience in data science or business analysis
Technologies
data analytics tools, operational data systems
Responsibilities
Monitor customer experience metrics and scorecards to identify trends and risks. Collaborate with engineering and product teams to align capacity enablement activities. Partner with stakeholders to improve systems and operational processes. Coordinate with cross-functional teams to resolve capacity-related blockers. Provide insights and guidance to optimize resource planning and accelerate customer success.
Seniority
Mid-level, hands-on IC