Program Manager (CX Program & Operations)

Role Overview

We are looking for a CX Program & Operations Officer to support and manage customer experience programs, pilots, rollouts, and operational initiatives across regions.

The role will coordinate stakeholders, track program progress, analyze performance data, and ensure pilots and initiatives move from planning through execution, measurement, and scale decisions.

Key Responsibilities

• Manage programs, pilots, and rollouts end to end, from kickoff and stakeholder alignment through implementation, measurement, and scale decisions.
• Coordinate with Regional Adoption Leads, Team Leaders, analysts, and other stakeholders across different regions.
• Maintain project trackers, action logs, timelines, status reports, and follow-ups to ensure deliverables stay on track.
• Monitor program performance and work with analysts to interpret dashboards, quality metrics, and operational data.
• Identify trends, gaps, and anomalies and escalate potential issues before they impact program outcomes.
• Prepare clear and concise status updates, escalation reports, and program readouts for stakeholders.
• Support governance meetings, prioritization discussions, and decision-making across regional and central teams.
• Help define pilot phases, success measures, exit criteria, and go/no-go decisions.
• Support process improvements, including reporting automation, dashboard migration, and replacement of manual reporting processes.
• Ensure effective communication, adoption, and execution of programs across distributed teams.

Required Qualifications

• 3–5 years of experience in program/project management, operations, business analysis, or a related field.
• Experience in a customer experience, contact center, coaching, quality, or learning environment is preferred.
• Demonstrated experience managing pilots, POCs, or operational rollouts from kickoff through measurement and scale decisions.
• Working knowledge of contact center or customer experience operations, including Team Leader coaching and quality/performance metrics.
• Strong organizational and follow-through skills, with the ability to independently manage trackers, action items, and deadlines.
• Comfortable working with data, dashboards, and performance reports.
• Strong written and verbal communication skills, with the ability to deliver concise updates and escalation points.
• Comfortable working across regions and collaborating with distributed stakeholders.
• Bachelor's degree in Business Administration, Operations, Education, or a related field, or equivalent practical experience.