Role: Lead Program Manager, Customer Experience
Transformation
Location: US Remote (Prefer EST operating hours)
Contract time: 3 months (potential to extend)
Team: Customer Experience Office (CXO)
Reports To: Sr. Director, Global Customer Experience
Job Description:
Role Summary (Why This Role Exists Now)
Client is scaling an AI-first operating model designed to
predict customer needs, reduce systemic friction, improve Customer Satisfaction
(CSAT), improve Gross Revenue Retention (GRR), and increase operational
efficiency.
The customer journeys and service experiences that most
influence these outcomes ā onboarding, product usage, support interactions,
service delivery, and digital self-service ā span multiple organizations across
Product, Engineering, Customer Support, Content, Data, and Customer Experience.
Customer signals are increasing, but enterprise execution of
CX transformation remains inconsistent. Initiatives stall in cross-functional
complexity, ownership is fragmented, and improvements tied to retention and
efficiency do not scale.
Customer Experience Done Right (CXDR) is client’s enterprise
strategy for improving customer journeys, service delivery, and operational
efficiency at scale.
The Lead Program Manager, CX Transformation exists to
convert CXDR priorities into coordinated enterprise execution.
This role owns the design and delivery of cross-functional
CXDR programs ā including GenAI-powered self-service, Unified Service Delivery,
Predictive Customer Engagement, and Customer Onboarding ā ensuring programs are
intentionally defined, sequenced, and executed to deliver durable outcomes.
This is a demanding, fast-moving environment where clarity
must be created, not assumed. Success requires strong executive presence, full
ownership of outcomes, and the ability to drive progress despite ambiguity.
How This Role Elevates the client
Business Elevation Drives CXDR programs that improve GRR,
CSAT, and operational efficiency by ensuring initiatives are clearly defined,
sequenced, and delivered with measurable outcomes. Reduces fragmentation by
establishing unified direction and execution across cross-functional teams.
Customer Elevation Improves critical customer journeys and
service experiences across onboarding, support, and self-service, reducing
effort and increasing consistency. Ensures customer insight translates into
tangible, implemented experience improvements.
Organizational Elevation Strengthens execution across
Product, Engineering, and Customer teams by creating clarity where processes,
data, and ownership are still maturing. Raises the standard for program
ownership, accountability, and cross-functional delivery.
A Bar Raiser in this role leaves client with stronger
execution discipline and measurable improvements across CXDR programs.
Contact Information
Email: geetu@spiceorb.com
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