Customer Experience Project Manager (Cambridge, MA or Nashville, TN)

$109,000 - $187,000/Yr

Philips - Cambridge, MA

Full-time - Mid Level

Onsite - Cambridge, MA

Repair and Maintenance

About the position

The Customer Experience Project Manager is responsible for driving the activation of customer experience and retention programs across North America Region (NAR) and various business units. This role involves leading cross-functional teams, managing project timelines, and ensuring effective communication with stakeholders to enhance customer experiences and success measures.

Responsibilities

• Lead early involvement and educate NAR and Business Leaders on activation activities and project scope.
• Build and lead cross-functional Core Teams to implement programs and deliver charter objectives.
• Manage readiness checklists, action items, and timelines for activation activities.
• Communicate project status and escalations to stakeholders while collaborating with Marketing, Sales, Professional Services, and Solution Delivery.
• Share best practices and build successful delivery and customer experience practices.

Requirements

• Bachelor's degree in a related field; Master's degree preferred.
• 7+ years of experience in voice of the customer projects, insights, and analytics within large organizations.
• Project Management Certifications strongly preferred.
• Experience in leading and managing cross-functional teams on high visibility projects.
• Strong communication skills and experience with change management and agile methodologies.

Nice-to-haves

• Experience in healthcare technology or related fields.
• Familiarity with customer experience metrics and analytics.

Benefits

• Generous PTO
• 401k with up to 7% match
• HSA with company contribution
• Stock purchase plan
• Education reimbursement
• Annual incentive bonus