Customer Experience Program Director

Role Overview

The Customer Experience Program Director serves as the voice of the customer, leading enterprise-wide initiatives that enhance the customer journey, improve service delivery, and drive measurable business outcomes. This role partners across the enterprise to identify customer pain points, uncover opportunities for improvement, and implement solutions that strengthen customer satisfaction, retention, brand reputation, and profitability.

What You Will Do

Develop and execute customer experience process improvement plans aligned to organizational priorities, customer experience goals, operational needs, and measurable business outcomes. Lead cross-functional process improvement initiatives, oversee enablement programs, and partner with business leaders to evaluate organizational needs and prioritize process and enablement initiatives.

Why It Might Be a Fit

The ideal candidate is a proven leader in operational excellence and transformation, with experience translating complex business needs into scalable processes, governance frameworks, success metrics, and enablement strategies that drive organizational performance and customer outcomes.

Requirements

• Typically 10+ years progressive business experience supporting customer-facing, operational, or consulting organizations
• Typically 5+ years managing cross-functional, multi-tiered projects and programs
• Typically 5+ years consulting and collaborating with business partners to identify improvement opportunities, define gaps, and develop scalable business process and enablement solutions
• Typically 3+ years leading large-scale projects or programs that require critical thinking, root cause analysis, business readiness, and change adoption
• Experience leveraging data, technology, and AI-enabled solutions to improve operational efficiency, knowledge management, colleague enablement, and customer experience
• Experience within a contact center, customer service, customer success, or HR services environment
• Experience leading organizational transformation and large-scale enablement initiatives across geographically dispersed teams
• Experience implementing business process, workflow, reporting, collaboration, knowledge, or digital enablement tools

Benefits

• Medical, dental, and vision plans
• Life and disability insurance
• 401(K) savings plan
• Employee stock purchase plan
• Eleven (11) Company observed holidays
• PTO
• Comprehensive leave program

Tagged as: Change Management