Customer Experience Program Manager

New

Only External PostingsTechnology Solutions

Washington StateFull-TimeMiddle

Salary47 - 51 USD per hour

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Job Details

Experience: 5-7 years

Requirements

5-7 years of professional experience in program or project management
Proven ability to operate effectively in ambiguous, fast-moving environments
Demonstrated experience managing UAT, pilots, or phased program rollouts
Strong cross-functional coordination skills without direct authority
Excellent written and verbal communication skills
Strong attention to detail
Ability to work independently
Ability to manage competing priorities
Ability to drive execution end-to-end
Advanced experience developing and delivering stakeholder-ready presentations
Hands-on experience using collaboration and productivity tools such as presentation software, document repositories, and shared planning tools
Prior experience working within a large, enterprise technology organization for at least one year
PMI, PMP, or equivalent project/program management certification (preferred)
Experience running Agile methodologies (e.g., Scrum) in a program execution context (preferred)
Experience supporting customer experience, readiness, enablement, or field-facing programs (preferred)
Background in engineering-adjacent or delivery-focused program management (without being a technical PM) (preferred)
Familiarity with enterprise collaboration platforms for planning, documentation, and cross-team coordination (preferred)
Proven ability to manage complex stakeholder ecosystems and executive-level communications (preferred)

Responsibilities

Own and manage integrated workback plans across readiness, validation, communications, and launch milestones
Drive program operating cadences including daily and weekly stand-ups, readiness checkpoints, and executive review cycles
Track dependencies, risks, and blockers; proactively surface tradeoffs, mitigation plans, and recommendations
Plan and execute User Acceptance Testing (UAT) programs end-to-end
Define validation phases and manage ring-based deployments (e.g., UAT, Ring 0, Ring 1, Ring 2)
Coordinate participant readiness including access provisioning, instructions, timelines, and logistics
Capture testing feedback in structured, actionable formats (sessions, recordings, documentation, feedback loops)
Manage phased rollouts using clear entry and exit criteria for each deployment ring
Coordinate office hours, iteration cycles, follow-ups, and issue triage throughout rollout
Maintain centralized tracking of feedback, issues, dependencies, and resolution status
Partner closely with engineering teams to align timelines, expectations, and delivery plans
Translate field and user feedback into clear, prioritized insights for engineering teams
Support cultivation and sustainment of pilot or validation communities
Coordinate readiness activities including communications, learning assets, launch preparation, and drills
Manage readiness logistics such as publication workflows, compliance reviews, and learning system handoffs
Ensure readiness assets are accurate, complete, and tailored for intended audiences
Act as connective tissue across program leaders, customer experience teams, learning partners, vendors, and engineering
Maintain shared tools and artifacts with clear ownership and up-to-date status (e.g., planners, sites, collaboration spaces)
Align messaging and timelines across parallel initiatives to avoid fragmentation or duplication

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