Senior Program Manager, Customer Experience (CX) Systems

$129,000 - $181,000/Yr

Confluent - Juneau, AK

Full-time - Senior

Juneau, AK

5,001-10,000 employees

Publishing Industries

About the position

The Senior Program Manager for Customer Experience (CX) Systems at Confluent is responsible for guiding the CX systems strategy and executing the overall Customer Solutions Group (CSG) systems roadmap. This role involves cross-functional collaboration to drive system and process improvements, ensuring alignment with business requirements and company strategies. The position requires a proactive and organized individual with strong problem-solving skills to enhance productivity and efficiency within the Customer Solutions organization.

Responsibilities

• Manage systems-related initiatives with internal end users and cross-functional teams to incubate new initiatives aimed at reducing friction within the Customer Solutions organization
• Own ongoing systems initiatives within CSG CX Operations, ensuring business requirements are well-understood and documented and align to CSG & company systems strategies
• Design, lead, and run regular cadence meetings with stakeholders, including coordination of CX Systems Steering & Operations meetings
• Participate in the New Product Introduction process, to evaluate the impact of new products on CX systems and processes
• Lead efforts to scope, design, and execute strategic initiatives for the Customer Solutions organization, working to remove any operational or organizational barriers
• Continually look for and suggest ways to improve team and customer productivity, efficiency, and effectiveness via our CX systems
• Partner with counterparts in Product Management & Engineering to align CX systems with software-based product offerings
• Collaborate with CX leaders to streamline customer interactions across systems, supporting the end-to-end customer journeys
• Participate in Architecture Review Board (ARB) and Revenue Operations forums, to represent long-term CX systems strategy
• Collaborate with Data Engineering to establish policies, best practices, and processes related management of data collected in the delivery of services to customers

Requirements

• 8+ years of Program Management experience
• Strong project management and cross-functional collaboration skills
• Demonstrated ability to lead through influence
• Experience in a B2B or SaaS organization
• Proactive and passionate, independently capable of seeking information, solving conceptual problems, corralling resources, and delivering results
• Effective stakeholder management, across different functional teams
• Positive work style, focus on getting things done, and a strong desire to learn and grow

Nice-to-haves

• PMP Certification
• Knowledge & demonstrated experience with Customer Success or Customer Support systems
• Experience in Customer Success, Customer Experience, or Support Operations

Benefits

• Competitive pay and benefits
• Annual bonus
• Competitive equity package