Program Manager

Leap is hiring a Program Manager – Customer Experience & Learning Excellence

Why this role exists

Customer experience is not a function for us, it is the product.

Today, we have strong people, strong intent, and multiple initiatives running. But what we lack is a single owner who obsessively designs, measures, and upgrades experience at a micro level every single day.

This role exists to build a world-class CX engine from the inside out by deeply understanding how users behave, how frontline teams perform, and how every interaction can be made meaningfully better.

This is not about managing experience. This is about crafting it repeatedly, intentionally, and at scale.

What you'll own

1. Deep Customer Experience Design (Not Surface-Level)

• Own customer experience across the funnel with a bottom-of-funnel obsession
• Go beyond what happened → deeply understand why users behave the way they do
• Break down every interaction (calls, chats, follow-ups, nudges) into micro-moments
• Design and refine high-quality, high-conversion, high-delight experiences
• Define what great looks like — and continuously raise that bar

2. Handcrafted L&D for Frontline Teams

• Build deep, handcrafted training modules for every frontline role (counselors, sales, support)
• Translate real user behavior + call insights into practical, usable training
• Define what good looks like, How performance should be measured, What behaviors drive outcomes
• Create role-level playbooks, scripts, frameworks, and feedback loops
• Move away from generic training → build sharp, contextual, high-impact learning systems

3. Problem Solving & System Building

• Identify experience gaps through: Data, Call audits, Ground-level observation
• Break ambiguous problems into clear, solvable components
• Move fast from insight → solution → implementation
• Build systems that reduce dependency on individuals
• Scale quality across 200+ employees
• Ensure solutions are not one-time fixes but repeatable mechanisms

What we're looking for

• 3–6 years of experience in program management, CX, operations, L&D, or similar roles
• Proven experience in: Building 0 → 1 systems OR Scaling 10 → 200+ operations
• Someone who has gone deep into user behavior and frontline execution
• Built training systems, playbooks, or quality frameworks
• Strong problem-solving ability, you can take messy problems and create clarity
• High ownership mindset, you don't wait, you create direction
• Comfortable operating with both: Data (metrics, dashboards, insights) and Intuition (pattern recognition, user empathy)

What will make you successful here

• You are obsessive about customer experience
• You care about how things are said, not just what is said
• You naturally go into the weeds — and enjoy it
• You believe great experiences are designed, not accidental
• You bring structure to chaos and consistency to scale
• You don't settle for good enough — you push toward exceptional
• You thrive in environments with: High ownership, High agency, High expectations

What this role is NOT

• Not a reporting or dashboard-tracking role
• Not a high-level strategy-only role
• Not a generic L&D role

This is a builder's role for someone who wants to craft experiences, shape teams, and build systems that scale excellence.