CX Program Manager

Overview

On Site
$75-85/hr
Accepts corp to corp applications
Contract - W2
Contract - 6M+

Skills

Customer Success
Program Management
UAT
CX
Professional Services lifecycle

Job Details

CX Program Manager Contract Onsite (Santa Clara, CA)

About the Role

We are looking for a strategic, detail-oriented Customer Experience (CX) Program Manager to lead cross-functional, transformational programs that improve end-to-end customer and business outcomes. In this role, you will be responsible for driving initiatives that span multiple departments-including IT, Sales, Marketing, Product, Channel, Operations, and more. You will partner closely with stakeholders to identify business goals, define KPIs, enforce program governance, and ensure timely, high-quality delivery of complex initiatives.

You will bring expertise in structuring business requirements, managing cross-functional UAT, driving program governance, and fostering alignment across teams. This is a highly visible role that requires strong business acumen, an ability to influence without authority, and comfort in challenging the status quo to identify optimal solutions and best practices.

Key Responsibilities

  • 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.

Job Type: Contract
Duration: 6M+ extendible
Location: Santa Clara, CA
Work Setting: Onsite


We are an AI-first leader in full-stack product and platform engineering services. We leverage advanced technologies such as Data and Cloud Engineering integrated with AI to help our clients scale, innovate, transform their businesses in the digital age and realize business value with better customer experience.

Right Skale Inc, headquartered in Pleasanton, CA, is an emerging global product development and platform engineering company.
With a focus on digital transformation and cloud computing, we provide end-to-end technology solutions and services from strategy, architecture, and consulting to software development.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.