Customer Experience Program Manager
Other similar titles: CX Program Manager, Voice of Customer (VoC) Program Manager, VoC Program Specialist, CX Program Specialist, Technical Program Manager (TPM).
Description:
As a Customer Experience (CX) Program Manager on the Reality Labs CX team, you will be a key contributor to a global group dedicated to harnessing customer feedback and insights throughout the entire customer journey. Your efforts will directly drive significant improvements in customer experience and foster business growth.
In this role, you will be responsible for the management, implementation, and delivery of solutions, projects, and capabilities within the CX team's portfolio. You will play a crucial part in developing strategies for collecting customer intelligence, including VoC surveys, social interactions, and other feedback mechanisms, and be instrumental in driving customer-centric improvements across the organization. By leveraging your technical and functional expertise, you will advance strategic goals and champion a customer-first approach
Responsibilities
Define implementation strategies and collaborate with cross-functional teams to ensure timely and successful launch of projects
Manage the team s portfolio, track project progress, and coordinate across cross-functional teams and stakeholders to ensure project deliverables meet expectations
Drive efforts in collecting customer feedback, deriving customer understanding, and enabling close-the-loop actions through Voice-of-Customer (VoC) surveys and other solutions
Leverage technical expertise to define the technical program or platform strategy, and build a plan with technical dependencies
Collaborate with cross-functional teams to design and implement CX initiatives, including process improvements, technology enhancements, and enabling data foundations
Translate complex technical details into simple-to-understand communications and business requirement documents (BRDs)
Design and deploy VOC surveys to expand customer understanding and improve existing survey programs to inform business decisions
Develop journey maps to visualize the customer experience and identify pain points and opportunities
Leverage customer insights and analytics to identify opportunities for customer experience improvement
Required Qualifications
6 years of experience in Customer Experience or Voice-of-Customer program/project management, customer success, or related roles
Proven experience of working autonomously and proactively, implementing CX projects and supporting internal and external stakeholders
Experience managing multiple projects, including a demonstrated understanding of project management methodologies and tools
Proficiency in Customer Experience Management platforms (e.g., Medallia, Qualtrics)
Demonstrated experience in designing and implementing customer feedback solutions, including VoC/CX surveys
In-depth understanding of CX and VoC best practices and metrics (e.g., NPS, CSAT, CES)
Desired Qualifications
Degree in Management, Business, Marketing, Economics, or a related field of study
Analytics background and experience with customer experience analytics and reporting
Project management experience or certification
Customer experience management certifications
EEO:
Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.