CX Program Manager (Proactive Support) - Remote

Overview

The CX Program Manager will lead the delivery of proactive support strategies to enhance customer experience and drive revenue uplift by addressing customer pain points before they become issues.

In Short

• Lead the end-to-end program for proactive customer support.
• Establish a real-time customer-impact signal fabric.
• Develop dynamic customer cohorts for targeted interventions.
• Implement a specialized resolution operating model.
• Define program KPIs and dashboards.
• Prioritize signals to maximize business impact.

Requirements

• 8–10+ years of program management experience.
• Proven track record in delivering data-driven programs.
• Strong execution leadership skills.
• Experience in defining and operationalizing SLAs/KPIs.
• Excellent communication and stakeholder management skills.
• Technical awareness of relevant technologies.
• Strong analytical and problem-solving abilities.

Benefits

• Competitive salary and bonus eligibility.
• Equity eligibility.
• Comprehensive benefits including medical, dental, and vision.
• 401(k) plan.