Senior Program Manager, CX
Core
Leading cross-functional programs to unify a complex, global customer experience platform across voice, chat, and digital touchpoints.
Role type
Senior Program Manager (Cross-CX)
Builds
A cross-platform unification layer for enterprise customer experience operations
Domain
SaaS, Customer Experience (CX), AI, Contact Center
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Complex program leadership, cross-functional stakeholder management, translating business needs to technical execution, risk identification, process creation in ambiguous environments, executive communication
Preferred skills
Agile/Scrum experience, security/compliance knowledge, AI/automation familiarity, SaaS/CX domain background
Technologies
CXone platform, AI tools, automation tools
Responsibilities
Translate high-level customer needs into actionable plans across product and engineering teams, drive alignment across Product, Architecture, R&D, Security, and Executive stakeholders, identify risks and remove roadblocks to ensure program delivery, establish processes and governance in evolving organizations, lead high-priority security initiatives, influence action across teams without direct authority
Seniority
Senior, hands-on IC
