Customer Experience Program Manager

This is a fully remote position, open to applicants in Washington.

📋 Description

• Spearhead change-management and deployment strategies that bring the CARE Service Model to fruition.

• Own and enhance CARE’s change-management capabilities, encompassing frameworks, standards, tools, templates, governance, deployment playbooks, and best practices.

• Design deployment strategies along with actionable implementation, readiness, adoption, and sustainment plans.

• Collaborate with business leaders to evaluate organizational impacts, identify readiness requirements, and formulate deployment strategies.

• Establish governance for deployment, conduct readiness reviews, set decision points, and create accountability structures.

• Maintain a comprehensive view of organizational change, considering dependencies, audience impacts, deployment timelines, change saturation, and associated risks.

• Lead assessments of change impact and readiness planning across people, processes, technology, knowledge, and work methodologies.

• Develop and implement strategies for communication, engagement, learning, sponsorship, and leadership enablement.

• Define and evaluate readiness, adoption, deployment effectiveness, and business outcomes.

• Monitor deployment health and spearhead stabilization and sustainment initiatives.

• Coach leaders, program teams, and business partners on effective change-management practices.

• Facilitate cross-functional working sessions, governance forums, and decision-making discussions.

• Produce executive-ready reports, recommendations, and decision-support materials.

• Influence leaders, initiative owners, and enterprise partners without direct authority.

• Drive successful adoption and ongoing implementation of new capabilities, processes, technologies, and methodologies.

⛳️ Requirements

• 3-5+ years of experience in program management, organizational change management, customer experience, or a related field.

• A Bachelor’s degree in a relevant area or equivalent experience is preferred.

• Certification in organizational change management or program management is advantageous.

• Proficiency in AI with the ability to evaluate organizational impacts and formulate readiness, adoption, and change-management strategies.

• Demonstrated capabilities in project management and oversight.

• Proven problem-solving, negotiation, and facilitation skills.

• Ability to perform effectively in a dynamic, multi-project team environment.

• Proficient in Microsoft applications (PowerPoint, Excel, Word, Visio, SharePoint).

• Exceptional verbal and precise written communication skills.

🏝️ Benefits

• Medical/Vision, Dental, Retirement, and Paid Time Away.

• Life Insurance and Disability coverage.

• Merchandise Discounts and EAP Resources.

• Performance-based incentives/bonuses may be available.

• 401k plan.

• PTO accruals.

• Holiday pay.