A Customer Experience Manager manages processes used by a company to track customer interactions, improve customer service and build customer loyalty. Reviews sales and marketing interactions with customers. Gathers and analyzes customer feedback and designs practices to improve customer experience.
We are seeking a highly capable program leader to drive strategic customer experience and IVA initiatives across a complex enterprise environment. We are looking for someone who can bring strong delivery discipline, sharpen visibility into risk and dependencies, and help multiple teams move in sync toward clear business outcomes.
Responsibilities:
Lead end-to-end planning and execution of strategic customer experience and IVA initiatives. Build and maintain integrated plans, milestones, dependencies, deliverables, and success criteria. Forecast risks, identify issues early, and drive mitigation plans before delivery is impacted. Partner across Product, Engineering, IT, Operations, Customer Experience, Business, and vendor teams to align priorities and remove blockers.
Required:
Bachelor's degree in an applicable profession, business, or technical discipline, or an equivalent combination of education, training, and experience. 5+ years of project management and/or project support experience. 3-5 years of project management experience leading large-scale technology initiatives. Experience managing complex, cross-functional programs with Agile, hybrid, and enterprise-scale delivery methodologies. Strong experience managing third-party vendors and consulting partners, with excellent written and verbal communication skills. Advanced experience creating executive-level presentations, status reports, and program dashboards.
Good to have:
Experience supporting customer experience, contact center, IVR, IVA, conversational AI, or customer service technologies. Experience working with Generative AI, AI-powered customer experiences, or automation platforms. Background in regulated industries or large enterprise environments.
About SSI People:
With over 26 years of industry experience, SSi People has built its reputation and expertise on putting people first. Everything we do works toward delivering exceptional experience for our consultants, our clients, and our internal team. Through a genuine commitment to people in everything we do. We have developed refined processes and a stellar internal team to deliver talent quickly. More importantly, we focus on building long-term relationships, not transactions. Putting people first is just what we do well. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from SSi People and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy here: SSi People Privacy Policy
