Hello,
SpiceOrb is looking for AI Customer Experience Program Manager
Role: Lead Program Manager, Customer Experience Transformation
Location: US Remote (Prefer EST operating hours)
Contract time: 3 months (potential to extend)
Team: Customer Experience Office (CXO)
Reports To: Sr. Director, Global Customer Experience
Job Description:
Client is an AI-first company. This role is expected to actively embed AI into CX transformation programs, not treat it as an optional enhancement.
CXDR programs launched across GenAI self-service, Unified Service Delivery, Predictive Engagement, and Onboarding Clear program structures and sequencing established across Product, Engineering, and Customer organizations Customer insight translated into defined use cases and execution plans Measurable improvements in customer effort, experience quality, and operational efficiency
This role identifies where AI meaningfully improves customer experience scale, responsiveness, and operational efficiency particularly across self-service, support, and customer engagement.
It ensures programs are designed to incorporate automation, predictive insight, and intelligent workflows, and partners with Product, Engineering, and Data teams to deliver AI capabilities that are usable, governed, and scalable.
AI must be applied deliberately to improve system capability, reduce customer effort, and drive measurable business outcomes not as surface-level automation.
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