Senior Program Manager, Customer Experience (CX) Systems

$179,190 - $179,190/Yr

Confluent - Boston, MA

Full-time

Boston, MA

Publishing Industries

About the position

Confluent is seeking a Program Manager to join its Customer Experience (CX) Operations team. This role focuses on guiding the CX systems strategy and executing a comprehensive systems roadmap. The Program Manager will work cross-functionally on various projects aimed at improving systems and processes within the Customer Solutions organization, ensuring a seamless experience for customers and internal stakeholders.

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