Customer Experience Program Management Manager
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Posted on:
3 hours ago
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1 Vacancy
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Job Summary
Description
In This Role Your Responsibilities Will Be:
- Lead coach and develop a team of experienced Program and Project Managers setting clear expectations delivery standards and growth plans.
- Support and guide functional project leaders enhancing overall delivery capability and consistency across the organization.
- Own the Customer Operations portfolio and selected strategic programs remaining actively engaged in execution.
- Establish and maintain governance prioritization frameworks delivery cadence and resource allocation aligned with business needs.
- Manage end-to-end delivery of cross-functional initiatives from intake through execution stabilization and handoff.
- Define goals success metrics scope timelines and resource requirements for programs.
- Coordinate the annual Customer Experience planning cycle integrating inputs from Supply Chain Global Operations Marketing Sales Finance and business units.
- Track progress risks and dependencies ensuring timely escalation and resolution.
- Drive alignment on delivery communication processes and supply chain workflows to improve on-time delivery and customer satisfaction.
- Partner with stakeholders across functions to support process improvements and automation initiatives aligned with business goals.
- Contribute to business and technology roadmaps that support CX priorities.
- Monitor key performance indicators such as customer satisfaction on-time delivery forecast accuracy and productivity.
- Develop insights and recommend continuous improvement opportunities.
- Ensure strong process controls and data integrity across customer operations workflows.
- Facilitate cross-functional collaboration sessions and provide clear decision-ready communications to stakeholders and leadership.
Who You Are:
You build strong trusting relationships and work collaboratively across functions to achieve shared objectives. You communicate a compelling vision and translate complex ideas into clear actionable plans for diverse audiences. You take accountability for outcomes even in ambiguous situations and consistently make sound informed decisions. You develop others by providing coaching feedback and opportunities for growth fostering a high-performing and inclusive team environment.
For This Role You Will Need:
- A bachelors degree or equivalent experience in business operations engineering information systems or a related field.
- Extensive experience in program or project management customer operations supply chain or process improvement within cross-functional or global environments.
- Proven leadership experience including coaching and developing experienced professionals and managing performance.
- Demonstrated success delivering large complex initiatives with measurable business impact and user adoption.
- Strong stakeholder management and executive communication skills with the ability to navigate ambiguity and align diverse perspectives.
- Proficiency in data analysis tools such as Excel and Power BI with experience using operational KPIs to drive decisions.
- Experience working across functions including Marketing Sales Supply Chain Finance Business Units and IT.
- Solid foundation in project management practices including risk management dependency tracking and structured decision-making along with change leadership capabilities.
Preferred Qualifications That Set You Apart:
- Certifications in Lean Six Sigma PMP or similar methodologies.
- Experience leading teams or portfolios in global or matrixed organizations.
- Background in designing governance models methodologies and communication frameworks for enterprise programs.
- Hands-on experience with S&OP demand planning delivery communication or customer satisfaction improvement initiatives.
- Experience building process controls and quality assurance mechanisms to ensure data accuracy and operational consistency.
Our Culture & Commitment to You:
At Emerson we are committed to fostering an inclusive supportive and collaborative workplace where everyone can grow and succeed. We value diverse perspectives and encourage innovation continuous learning and personal development.
We prioritize well-being flexibility and work-life balance empowering our employees to make a meaningful impact while building fulfilling careers. Our culture is grounded in respect integrity and a shared commitment to excellence.
We prioritize well-being flexibility and work-life balance empowering our employees to make a meaningful impact while building fulfilling careers. Our culture is grounded in respect integrity and a shared commitment to excellence.
Required Experience:
Manager
About Company
Emerson has refocused its business portfolio to deliver solutions that bring greater value to our customers. About Emerson We concentrate on the most complex, profound challenges facing the world in the process, industrial, commercial and residential markets. Our global talent, best-i ... View more
