Lead Program Manager – Customer Experience Transformation

Role: Lead Program Manager Customer Experience Transformation
Location: US Remote (Prefer EST operating hours)
Duration: 3 Months Contract (Potential Extension)
Client Team: Customer Experience Office (CXO)
Reports To: Sr. Director Global Customer Experience

Job Summary:
Client is scaling an AI-first operating model focused on improving Customer Satisfaction (CSAT) Gross Revenue Retention (GRR) operational efficiency and predictive customer engagement. This role will lead enterprise-wide CX transformation initiatives across Product Engineering Customer Support Data UX and Content teams.

Key Responsibilities:
Lead enterprise CX transformation programs including:

• GenAI-powered self-service
• Unified Service Delivery
• Predictive Customer Engagement
• Customer Onboarding

Drive cross-functional execution across Product Engineering Support UX Content and Data teams

Translate Voice of Customer insights and operational data into actionable programs and use cases

Define program scope sequencing KPIs success metrics and execution strategy

Operate effectively in ambiguous environments and create structure ownership and accountability

Track and report metrics tied to:

• CSAT
• GRR
• Customer effort reduction
• Service quality
• Operational efficiency

Required Experience:
Strong Program / Transformation Management background
Experience driving enterprise CX initiatives
AI/GenAI transformation exposure preferred
Executive stakeholder management
Cross-functional leadership experience
Experience improving customer journeys and operational efficiency
Ability to drive large-scale execution in fast-paced environments

Regards

Manoj Goud

Derex Technologies INC

Contact : Ext 206

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Yes

Employment Type :

Full-time