Lead, Customer Experience Program Manager

About the Role

We are looking for a highly organized and analytically minded Program Manager to support cross-functional customer experience and go-to-market initiatives. This role sits at the intersection of Customer Experience, Business Units, Product, Marketing, Support, and Customer Success, helping drive customer listening programs, market insights, operational coordination, and strategic initiatives across the organization.
The ideal candidate combines strong program management capabilities with analytical thinking, stakeholder management, and curiosity about customer and market trends.

Key Responsibilities

Customer Listening & NPS Programs

• Support execution of relational and transactional NPS/customer feedback programs
• Coordinate survey launches, communications, reporting timelines, and follow-up actions
• Partner with Business Units and functional teams to review customer sentiment trends and identify opportunities for improvement
• Track and manage action items resulting from Voice of Customer (VoC) insights
• Help drive closed-loop feedback processes and customer follow-up coordination

Cross-Functional Program Management

• Manage cross-functional initiatives across Customer Experience, Product, Support, Marketing, and Customer Success teams
• Coordinate meetings, timelines, deliverables, and stakeholder communication
• Maintain project trackers, dashboards, and program documentation
• Ensure alignment between teams on priorities, milestones, and dependencies

Market Research & Insights

• Conduct market, competitor, and industry research to support strategic decision-making
• Analyze customer trends, feedback themes, adoption patterns, and engagement signals
• Assist in synthesizing qualitative and quantitative insights into executive-ready summaries and presentations
• Support benchmarking and best-practice research related to customer experience and go-to-market strategy

Analytics & Reporting

• Partner with analytics and operations teams to help build dashboards and reporting views
• Organize and interpret customer feedback data from multiple sources
• Identify trends, recurring themes, and opportunities for operational improvement
• Support preparation of leadership updates, presentations, and business reviews

Qualifications

• 5+ years of experience in Program Management, Customer Experience, Operations, Marketing, Business Strategy, or related roles
• Experience supporting cross-functional or go-to-market initiatives in a technology company preferred
• Strong organizational and project management skills with attention to detail
• Analytical mindset with ability to interpret data and synthesize insights
• Strong written and verbal communication skills
• Comfortable working across multiple stakeholders and managing competing priorities
• Experience with tools such as Salesforce, Tableau, Excel/Google Sheets, PowerPoint, survey platforms, or similar systems is a plus

Preferred Traits

• Curious and proactive problem solver
• Strong follow-through and accountability
• Comfortable operating in ambiguity and fast-paced environments
• Ability to balance operational execution with strategic thinking
• Customer-centric mindset with interest in improving customer journeys and experiences

Example Areas of Work

• Running and coordinating NPS programs
• Partnering with Business Units on customer sentiment reviews
• Supporting customer journey initiatives
• Conducting competitor and market research
• Managing Voice of Customer action tracking
• Supporting executive reporting and presentations
• Coordinating cross-functional customer experience programs