CX Program Manager in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a CX Program Manager in the United States.

This role sits at the intersection of customer experience, operational excellence, and cross-functional program leadership, ensuring that large-scale customer-impacting issues are resolved quickly, consistently, and with minimal disruption. You will lead critical programs that address compliance-related incidents, product or system changes, and remediation efforts affecting multiple customers at once. Acting as both a strategic leader and hands-on operator, you will coordinate across Product, Engineering, Legal, Compliance, and Customer-facing teams to protect trust, reduce risk, and improve outcomes at scale. You will also oversee structured remediation processes that balance fairness, revenue protection, and customer satisfaction. This is a high-impact leadership role where your work directly improves operational stability, reduces inbound volume, and strengthens enterprise-wide decision-making. Success in this environment requires strong program governance, analytical thinking, and the ability to bring clarity and structure to complex, fast-moving situations.

• Lead end-to-end execution of customer continuity, remediation, and compliance-impacting programs, ensuring clear ownership, structured delivery, and measurable outcomes.
• Manage and develop a small team responsible for program operations, customer communications, and execution quality across multiple workstreams.
• Coordinate cross-functional initiatives involving Product, Engineering, Legal, Compliance, and Customer teams to resolve high-impact incidents and systemic issues.
• Establish and maintain program governance frameworks, operating cadences, documentation standards, and executive-level reporting dashboards.
• Define and track key KPIs such as resolution time, case deflection, ARR protected, and operational efficiency, ensuring data accuracy and business visibility.
• Identify process gaps and drive continuous improvement through automation, AI tools, and workflow optimization to enhance scalability and consistency.
• Provide clear, structured updates to senior leadership on program status, risks, dependencies, and business impact.
• Ensure remediation decisions are applied consistently, fairly, and in alignment with policy and financial guardrails.

The ideal candidate brings strong program management experience in customer operations, SaaS, or service delivery environments, with a proven ability to lead complex, cross-functional initiatives at scale. You are both a strategic thinker and a hands-on operator who thrives in high-ownership environments.

• 7+ years of experience in program or project management within SaaS, customer operations, or service delivery organizations.
• 3+ years of people management experience with responsibility for coaching, performance, and team development.
• Proven experience leading customer assurance, business continuity, compliance, or quality-focused programs.
• Strong ability to manage cross-functional stakeholders and drive alignment across technical and non-technical teams.
• Excellent analytical skills with the ability to translate operational data into actionable insights and executive-level narratives.
• Experience building structured governance models, reporting cadences, and operational workflows.
• Proficiency with project management tools and business intelligence/reporting platforms.
• Experience leveraging AI tools, automation, or LLMs to improve operational efficiency and scalability is highly valued.
• Strong communication skills, with the ability to influence senior stakeholders and drive clarity in ambiguous situations.

• Competitive compensation package with bonus eligibility
• Comprehensive health coverage including medical, dental, and vision (varies by location)
• Paid time off and generous parental leave policies
• Inclusive and diverse workplace culture with employee resource groups
• Opportunities for career growth in a fast-scaling, high-impact organization
• Remote-friendly work environment and flexible working arrangements
• Employee wellness and support programs
• Access to learning and development opportunities in an AI-first organization