Program Manager, Customer Experience
IndiaFull-TimeManager
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 2–5 years of experience
- Required Skills
- Project ManagementBusiness OperationsMicrosoft ExcelChange ManagementGoogle Sheets
Requirements
- 2–5 years of experience in Program Management, Customer Success Operations, Implementations, Service Delivery, or Business Operations in a B2B SaaS environment.
- Proven ability to manage complex, cross-functional initiatives with measurable outcomes and multiple stakeholders.
- Strong execution mindset with the ability to structure ambiguous problems into clear plans, milestones, and deliverables.
- Excellent communication skills with experience engaging both executive stakeholders and operational teams.
- Strong analytical and data skills with proficiency in Excel or Google Sheets; familiarity with dashboards and KPI design is highly desirable.
- Experience working across customer lifecycle motions such as onboarding, adoption, renewals, or support transformation.
- Ability to influence without authority and drive alignment across diverse teams.
Responsibilities
- Identify friction points across the customer journey and convert them into structured, measurable CX programs with clear ownership, KPIs, and execution frameworks.
- Own end-to-end delivery of enterprise customer deployments, ensuring successful onboarding, implementation, and accelerated time-to-value.
- Lead cross-functional initiatives across onboarding, adoption, support, renewals, and customer health, ensuring alignment across all stakeholders.
- Build and manage program governance, including cadences, risk tracking, dashboards, and decision-making frameworks.
- Define success metrics and performance dashboards to measure customer outcomes and program effectiveness.
- Standardize repeatable customer processes into scalable playbooks, documentation, and enablement materials.
- Drive adoption of new systems and processes through structured change management and stakeholder engagement.
View Full Description & ApplyYou'll be redirected to the employer's site
