Digital Customer Experience Program Manager New San Francisco, CA

$18,808 - $18,808/Yr

Amplitude - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

Publishing Industries

About the position

The Digital Customer Experience Program Manager at Amplitude is responsible for developing and implementing digital-first programs that enhance customer experience and satisfaction throughout the customer journey. This role involves defining and leading digital strategy across various departments, leveraging data to inform decisions, and managing complex global customer journeys to improve customer engagement and retention.

Responsibilities

• Establish a vision and develop a roadmap for digital success initiatives.
• Be responsible for multiple complex global customer journeys across regions.
• Lead the strategy and design of best-in-class digital-first programs using customer journey mapping and data.
• Collaborate cross-functionally to develop innovative ways of engaging with customers.
• Build, maintain, and monitor strategic programs across the customer journey.
• Measure and report on overall program performance and business impact.
• Facilitate the Customer Experience Steering Committee.
• Project manage key initiatives from conceptualization to implementation.

Requirements

• 5+ years of direct experience in SaaS Customer Success or Customer Experience program management.
• 3+ years of hands-on experience building digital-first, omni-channel programs.
• A balanced background of strategic approach and tactical execution in an agile environment.
• Experience establishing digital and scaled engagement models within Customer Experience, Marketing, Customer Success, or Support.
• Expertise identifying trends through data analysis and turning insights into actionable outcomes.
• Excellent communication skills with the ability to communicate at all levels.
• Experience working with customer success, marketing, and analytics tools like Gainsight, Marketo, Salesforce, Tableau.
• Proven track record crafting compelling and impactful customer engagements.
• Understanding of SaaS-based business models.
• Experience using data to inform strategies and measure success.

Nice-to-haves

• SQL experience is a plus.
• Experience working with marketing operations teams or marketing automation tools is a plus.

Benefits

• Excellent health insurance
• Flexible time off
• Monthly wellness stipend
• 12-week parental leave
• Generous Learning & Development stipend