Lead Program Manager – Customer Experience Transformation

Role: Lead Program Manager – Customer Experience Transformation
Location: US Remote (Prefer EST operating hours)
Duration: 3 Months Contract (Potential Extension)
Reports To: Sr. Director, Global Customer Experience

 Immediate Need: Lead Program Manager, Customer Experience Transformation

Job Summary:
Client is scaling an AI-first operating model focused on improving Customer Satisfaction (CSAT), Gross Revenue Retention (GRR), operational efficiency, and predictive customer engagement. This role will lead enterprise-wide CX transformation initiatives across Product, Engineering, Customer Support, Data, UX, and Content teams.

Key Responsibilities:
• Lead enterprise CX transformation programs including:

• GenAI-powered self-service
• Unified Service Delivery
• Predictive Customer Engagement
• Customer Onboarding

• Drive cross-functional execution across Product, Engineering, Support, UX, Content, and Data teams

• Translate Voice of Customer insights and operational data into actionable programs and use cases

• Define program scope, sequencing, KPIs, success metrics, and execution strategy

• Operate effectively in ambiguous environments and create structure, ownership, and accountability

• Track and report metrics tied to:

• CSAT
• GRR
• Customer effort reduction
• Service quality
• Operational efficiency

Required Experience:
• Strong Program / Transformation Management background
• Experience driving enterprise CX initiatives
• AI/GenAI transformation exposure preferred
• Executive stakeholder management
• Cross-functional leadership experience
• Experience improving customer journeys and operational efficiency
• Ability to drive large-scale execution in fast-paced environments