CX Program Manager

Job Title: CX Program Manager
Job Location: Santa Clara, CA
Job Type: Contract

Job Description:

• Lead the end-to-end lifecycle of large, cross-functional CX programs, managing multiple projects concurrently.

• Define project scope, success metrics, objectives, resource requirements, and timelines.

• Build, enforce, and continuously improve governance, project management processes, templates, and reporting tools.

• Structure and shepherd detailed business requirement documentation and ensure alignment with IT solutioning.

• Drive successful delivery by managing upstream/downstream dependencies, risks, scope changes, and resource allocation.

• Partner with IT, Product, Finance, Sales Operations, and other key stakeholders to bridge cross-functional workstreams and reduce silos.

• Identify KPIs, track performance metrics, and ensure progress toward defined business outcomes.

• Create executive-ready program updates, dashboards, and presentations; facilitate regular communication with stakeholders and leadership.

• Conduct lessons learned and feedback loops to refine future delivery approaches.

• Research, analyze, and recommend best practices and process improvements while constructively challenging current norms.

Required Qualifications

• 8+ years of program management experience leading cross-functional, business-impacting programs.

• 3+ years of experience developing and managing business requirements and complex cross-functional UAT.

• Experience with Professional Services lifecycle and systems strongly preferred.

• Hands-on experience managing interdependent systems, reporting, and operational workstreams.

• Strong understanding of technology-dependent project implementation.

• Demonstrated success in influencing without direct authority in a matrixed organization.

• Strong command of project and program management methodologies (Agile, Waterfall, Hybrid).

• High proficiency in project tools (dashboards, Gantt charts, trackers, etc.) and presentation tools (e.g., Google Slides).

• Excellent interpersonal, organizational, leadership, and communication skills.

• Proven ability to communicate technical and business concepts clearly to various audiences, including C-level executives.

Preferred Qualifications

• Project Management certifications (e.g., PMP, PgMP, PMI-ACP, Scrum Master).

• Experience with Change Management practices and tools.

• Lean Six Sigma or process improvement experience.

• Familiarity with technical concepts and terminology within the storage or IT systems industry.