Senior Program Manager, Customer Experience

📋 Description

• Own chatbot and AI automation strategy (coverage, containment, escalation quality)
• Expand automation beyond chatbots, including agent-assist / copilot systems and automated servicing
• Own the CX tooling ecosystem (Zendesk, workflows, CSAT systems, integrations) and evolve systems
• Lead development of internal tools that significantly improve team efficiency and quality
• Define and own core CX metrics: contact rate (all channels), deflection, cost per contact, CSAT
• Build dashboards and establish consistent measurement frameworks across CX

🎯 Requirements

• 6–10 years experience in CX, Operations, Product Ops, Consulting, or similar roles
• 2+ years experience in direct people management, leading teams of 2 or more individuals
• Proven experience owning tooling, systems, or automation in a CX or operations environment
• Strong analytical foundation and experience using metrics to drive decisions
• Experience owning or influencing cost, efficiency, or volume-related metrics
• Experience leading complex, cross-functional initiatives

🎁 Benefits

• Base Range: $175,000 — $200,000 USD