Program Manager, Experience

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

📋 Description

• Create and execute strategic plans aimed at enhancing the student experience in line with organizational objectives.

• Keep up-to-date with industry trends and best practices related to student experience management.

• Spearhead the development of a comprehensive customer experience strategy that aligns with organizational goals.

• Identify opportunities to enhance the customer journey and promote business outcomes.

• Establish project goals, scope, and success metrics for cross-functional customer experience projects.

• Ensure accountability among teams throughout the project lifecycle.

• Lead ongoing improvements and optimization of processes that involve student interactions.

• Collaborate with cross-functional teams to implement improvements that are in line with organizational objectives.

• Ensure that change management processes facilitate the adoption of innovations and continuous improvements.

• Engage with stakeholders to gather insights into their needs and challenges regarding the student experience.

• Build relationships with both internal and external partners to obtain insights and feedback.

• Facilitate briefings for sponsorship, progress reporting, and the generation of new ideas.

• Create customer journey maps and personas.

• Analyze customer journeys to pinpoint pain points and opportunities for improvement.

• Perform comprehensive process analysis utilizing process mapping techniques.

• Identify and promote iterative enhancements to elevate the customer experience.

• Collect and analyze customer feedback and data to comprehend their needs and behaviors.

• Leverage insights to guide decision-making, prioritize customer experience initiatives, and foster continuous improvement.

• Utilize data and analytics to evaluate the effectiveness of student experience initiatives and monitor performance indicators.

⛳️ Requirements

• A Bachelor's degree is required, preferably in Business, Product/Marketing, Psychology, or UX Design.

• At least 8 years of overall experience, including a minimum of two years in customer service, product development, business process analysis, or similar roles.

• Proven ability to enhance processes or enterprise applications, resulting in improved student/customer experiences.

• Familiarity with customer experience best practices and trends.

• Demonstrated commitment to ongoing professional development in customer experience.

• Strong understanding of enterprise applications such as CRM, websites, customer support portals, call center operations, self-service technologies, automation applications, and digital support platforms.

• Exceptional analytical and problem-solving abilities.

• Excellent communication and interpersonal skills for engaging stakeholders at all levels.

• Proven capacity to ask insightful questions and facilitate discussions about end-to-end processes.

• Experience in project management with a focus on achieving results within defined timelines.

• Familiarity with tools and methodologies for measuring student experience.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Supportive work environment that values diversity and inclusion.

• Flexible work arrangements to promote work-life balance.