CX Program Manager
CX Program Manager
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Job Description
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 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
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.
Employment Type
Full-time
