The Customer Experience Program Manager is responsible for overseeing and managing client programs with a focus on organic growth. This role involves developing and executing strategic programs that enhance customer relationships, drive satisfaction, and support business expansion. The Customer Program Manager will ensure that programs align with client needs and company goals, fostering long-term partnerships and identifying opportunities for organic growth.
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Role Summary
The Customer Experience Program Manager is responsible for overseeing and managing client programs with a focus on organic growth. This role involves developing and executing strategic programs that enhance customer relationships, drive satisfaction, and support business expansion. The Customer Program Manager will ensure that programs align with client needs and company goals, fostering long-term partnerships and identifying opportunities for organic growth.
Key Roles & Responsibilities
Program Management: Develop and manage customer programs that align with Steel Point Solutions’ strategic goals and client needs. Oversee the planning, execution, and delivery of programs, ensuring they meet quality standards and client expectations.
Develop and manage customer programs that align with Steel Point Solutions’ strategic goals and client needs.
Oversee the planning, execution, and delivery of programs, ensuring they meet quality standards and client expectations.
Client Relationship Management: Identify and mitigate risks associated with program delivery, ensuring that potential issues are addressed proactively. Develop contingency plans to handle unexpected challenges and ensure continuity of service.
Identify and mitigate risks associated with program delivery, ensuring that potential issues are addressed proactively.
Develop contingency plans to handle unexpected challenges and ensure continuity of service.
Stakeholder Engagement: Collaborate with stakeholders, including executives and department heads, to understand their customer experience needs and requirements. Provide regular updates and reports on program progress and outcomes.
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Collaborate with stakeholders, including executives and department heads, to understand their customer experience needs and requirements.
Provide regular updates and reports on program progress and outcomes.
Team Management: Lead and mentor a team of customer experience managers, researchers, specialists, designers, strategists, coordinators, and other analytics professionals. Foster a collaborative and high-performance work environment.
Lead and mentor a team of customer experience managers, researchers, specialists, designers, strategists, coordinators, and other analytics professionals.
Foster a collaborative and high-performance work environment.
Team Coordination: Coordinate with internal teams (e.g., delivery, sales, and support) to ensure alignment and effective execution of client programs. Lead cross-functional teams to deliver program objectives and resolve any issues that arise.
Coordinate with internal teams (e.g., delivery, sales, and support) to ensure alignment and effective execution of client programs.
Lead cross-functional teams to deliver program objectives and resolve any issues that arise.
Organic Growth: Identify and mitigate risks associated with program delivery, ensuring that potential issues are addressed proactively. Develop contingency plans to handle unexpected challenges and ensure continuity of service.
Performance Measurement: Define and track key performance metrics related to analytics program success. Use data to drive continuous improvement and demonstrate the value of analytics initiatives.
Define and track key performance metrics related to analytics program success.
Use data to drive continuous improvement and demonstrate the value of analytics initiatives.
Risk Management: Identify and mitigate risks associated with program delivery, ensuring that potential issues are addressed proactively. Develop contingency plans to handle unexpected challenges and ensure continuity of service.
Financial Management: Manage program budgets, ensuring efficient use of resources and adherence to financial constraints. Monitor financial performance and take corrective actions as needed to stay within budget and meet financial targets.
Manage program budgets, ensuring efficient use of resources and adherence to financial constraints.
Monitor financial performance and take corrective actions as needed to stay within budget and meet financial targets.
Reporting and Documentation: Prepare and present detailed reports on program progress, performance, and outcomes to clients and senior management. Maintain comprehensive documentation of program activities, milestones, and achievements.
Prepare and present detailed reports on program progress, performance, and outcomes to clients and senior management.
Maintain comprehensive documentation of program activities, milestones, and achievements.
Required Qualifications
Bachelor’s degree in Business Administration, Data Science, Analytics, Computer Science, or a related field.
7+ years of experience in customer experience / human centered design management roles
Proven track record of managing complex CX/HCD programs and projects.
Preferred Qualifications
Master’s degree in Business Administration, Data Science, Analytics, Computer Science, or a related field preferred
Certifications: Relevant certifications in project management (e.g., PMP) and customer experience / human centered design certified professionals are preferred.
Relevant certifications in project management (e.g., PMP) and customer experience / human centered design certified professionals are preferred.
Skills and Competencies
Program Management: Proficiency in managing complex programs from initiation through delivery, with a focus on achieving program objectives and client satisfaction.
Client Relationship Management: Strong ability to build and maintain positive relationships with clients, understanding their needs and driving value.
Growth Strategy: Expertise in identifying and capitalizing on opportunities for organic growth within existing client accounts.
Leadership: Demonstrated leadership skills with the ability to lead cross-functional teams and manage client expectations effectively.
Analytical Skills: Strong analytical abilities to evaluate program performance, identify trends, and make data-driven decisions.
Communication: Excellent verbal and written communication skills, with the ability to present information clearly and effectively to clients and stakeholders.
Financial Acumen: Experience in managing program budgets and understanding financial performance metrics.
Candidates from Historically Underutilized Business Zones (HUBZone) are strongly encouraged to apply. To determine whether you reside in a HUBZone, visit: https://maps.certify.sba.gov/hubzone/map.
About Steel Point Solutions
Information Technology50 employeesFounded 2012
Provides IT consulting and digital transformation for government agencies.
