Enterprise Customer Experience Program Manager
Core
Lead complex, cross-functional programs to modernize how the enterprise engages customers, applying AI and automation to reimagine processes and deliver organizational transformation.
Role type
Senior IC Enterprise Customer Experience Program Manager
Builds
Customer experience strategies, contact center programs, and customer success initiatives for global manufacturers
Domain
Industrial technology / Manufacturing / Customer Experience
Deliverable
production ML models
Required skills
Program management, stakeholder management, capacity modeling, change management, strategic planning, risk management, budget management, cross-functional leadership, data analysis, AI/automation application
Preferred skills
PMP/SAFe/Agile certification, portfolio management tooling (Jira, MS Project), executive communication, global team leadership, customer journey analytics, acquisition integration experience
Technologies
Jira, Jira Align, MS Project, Power BI, AI tools
Responsibilities
Lead ECX, contact center, and customer success programs; Partner with directors to shape roadmaps and translate strategy; Operate within an enterprise PMO balancing competing priorities; Build capacity models for resource demand; Apply AI and automation to improve program outcomes; Lead organizational transformation and change management; Develop integrated program plans, schedules, and governance; Provide executive-ready reporting on progress and impact; Coordinate across business, digital, IT, finance, and external partners; Identify and mitigate program-level issues; Ensure alignment with Agile delivery standards; Standardize processes and metrics across ECX plans.
Seniority
Senior, hands-on IC
