Senior Customer Experience Program Manager

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RemoteHunter
United States, US
  • Software
  • FlexTime
  • FullTime
  • Seasonal

About the Company

The organization operates in the financial technology sector, focusing on streamlining financial processes for businesses across various stages, from startups to established brands. It addresses the challenge of outdated financial operations by providing innovative automation tools that enable businesses to make smarter decisions and improve operational control. The company supports a growing customer base through multiple offices and remote roles, fostering a collaborative environment to deliver meaningful impact in financial automation.

About the Role

The Senior Customer Experience Program Manager plays a critical role within the Strategic Program Management Office (SPMO), which oversees project management aligned with the Customer Experience Operations (CXO) division’s strategic roadmap. This position is responsible for executing operational initiatives that drive the evolution and transformation of the Customer Experience organization. The role involves leading complex projects, developing strategic partnerships, and ensuring governance processes support the delivery of key objectives. It contributes directly to enhancing customer experience through effective project governance and change management.

Responsibilities

  • Understand CXO priorities and deliver projects aligned with CXO objectives
  • Plan, coordinate, lead, and govern complex projects that meet department and CXO strategies
  • Track and document project milestones and results; measure key performance indicators
  • Provide strategic insights, analytics, and assessments for projects and transformation initiatives
  • Support strategic planning, governance processes, and communications for stakeholders including executive leadership
  • Identify and mitigate project risks; escalate issues as needed to leadership up to the CXO VP
  • Advocate for change through development and execution of change management and communication plans
  • Assist business partners with process design and improvement activities
  • Manage assigned work independently, navigating evolving priorities and ambiguity

Requirements

  • Minimum 5 years of relevant experience
  • Proven leadership, communication, and relationship-building skills across internal and external teams
  • Experience leading project execution, governance, and delivery, including process creation and implementation
  • Skilled in managing meetings and influencing consensus among cross-functional stakeholders
  • Ability to provide analytics and insights supporting strategic project planning and delivery
  • Knowledge of Customer Service industry trends and ability to leverage key performance indicators for improvement
  • Experience preparing presentation materials for governance and executive leadership meetings
  • Ability to manage multiple projects and priorities simultaneously

Compensation

Salary ranges by geographic zone: Zone 1 (San Francisco Bay Area, New York City, Seattle, Los Angeles County): $102,800—$128,500 USD. Zone 2 (Non San Francisco Bay Area and Los Angeles County CA, Austin TX, Massachusetts): $92,500—$115,700 USD. Compensation includes a competitive benefits package with medical, dental, vision, life and disability insurance, 401(k) plan, flexible spending and health savings accounts, paid holidays, and paid time off.

Benefits & Perks

  • 100% paid employee health, dental, and vision plans with HMO, PPO, or HDHP options
  • HSA and FSA accounts
  • Life insurance and long- and short-term disability coverage
  • Employee Assistance Program
  • More than 11 observed holidays, wellness days, and flexible time off
  • Employee Stock Purchase Program and employee discounts
  • Wellness and fitness initiatives
  • Employee recognition and referral programs

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.

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