Executive Director, Program Management, Customer Experience

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

📋 Description

• Develop and implement the PMO and Program Management strategy for Customer Experience.

• Create scalable delivery frameworks, governance standards, and strategies for mitigating operational risks across CX initiatives.

• Act as an escalation point for ownership and project scope.

• Promote alignment at the executive level across Product, Engineering, Operations, Finance, Sales, and Customer Support.

• Maintain a comprehensive roadmap detailing program priorities and portfolio health.

• Ensure the adoption, embedding, measurement, and continuous improvement of program management standards.

• Serve as the enterprise authority on Agile, Lean, and PMP methodologies.

• Supervise high-visibility, business-critical initiatives and occasionally lead C-suite projects.

• Drive readiness and quality metrics for the portfolio while diagnosing systemic execution bottlenecks.

• Oversee program-level change management, executive communications, risk escalation, and operational enablement.

• Facilitate decision-oriented governance and working sessions.

• Establish meeting norms, communication patterns, feedback mechanisms, and stakeholder engagement.

• Ensure that plans, decisions, rationales, ownerships, dependencies, risks, handoffs, templates, and next steps are well-documented and easily accessible.

• Define, monitor, and report on program delivery metrics, KPIs, and operational SLAs.

• Collaborate with CX Data, Systems, and Operations teams to develop dashboarding solutions.

• Encourage data-driven decisions regarding program impact, resource allocation, and process enhancements.

• Lead, recruit, and mentor Associate Directors and indirect program management teams.

• Set performance standards, career pathways, and accountability measures.

• Create a scalable organizational structure with clear operating rhythms and role definitions.

• Exemplify inclusive, collaborative leadership across distributed teams.

⛳️ Requirements

• Bachelor’s Degree or equivalent experience.

• Over 8 years of experience in program, project, or portfolio management in a complex, fast-paced environment.

• More than 7 years of direct people management experience, including overseeing people managers or Associate Director-level leaders.

• Advanced proficiency in Agile, Waterfall, and Lean methodologies.

• Familiarity with enterprise portfolio tools such as Smartsheet, Jira, or Asana.

• Proven experience leading enterprise-wide cross-functional initiatives across Product, Engineering, Finance, Operations, and Sales.

• Capacity to manage numerous complex initiatives simultaneously, maintain focus on high-volume details, adjust priorities as conditions change, and communicate emerging risks along with recovery plans.

• Strong skills in executive communication, facilitation, decision framing, and concise written documentation.

• PMP, Lean Six Sigma, Agile CSM, or equivalent project management certification.

• Master’s Degree or MBA is preferred.

• Experience in EdTech, K–12 education, digital production, or content development ecosystems is preferred.

• Familiarity with managing large-scale contractor or field-service hiring, onboarding, or scheduling operations is preferred.

• Experience with integrating project management workflows with CRM and enterprise platforms such as Salesforce or Gainsight is preferred.

• Must be legally authorized to work in the United States.

• Background check is required if selected for employment.

• Additional documentation, proof of vaccination, or enhanced background screening may be required.

🏝️ Benefits

• Equity.

• Bonus.

• 401(k) plan.

• Competitive health insurance.

• Mental health options.

• Basic life insurance.

• Paid time off.

• Parental leave.

• Access to best-in-class development programs.

• Remote work arrangement.