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.

• Pinpoint opportunities to enhance the customer journey and drive positive business outcomes.

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

• Promote accountability across teams throughout the entire project lifecycle.

• Lead ongoing improvement and optimization of processes that directly impact students.

• Work collaboratively with cross-functional teams to implement enhancements in line with organizational objectives.

• Ensure that change management processes are effectively in place to realize the benefits of innovation and continuous improvement.

• Engage with key stakeholders to understand the needs and challenges of the student experience.

• Cultivate relationships with internal and external partners for valuable insights and feedback.

• Facilitate sponsorship briefings, progress updates, and brainstorming sessions.

• Create customer journey maps and personas.

• Analyze customer journeys to identify pain points and areas for improvement.

• Conduct comprehensive process analysis using mapping techniques.

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

• Collect and analyze customer feedback and data to understand needs and behaviors.

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

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

⛳️ Requirements

• Proven experience in implementing or managing an AI Agent, along with a solid understanding of Retrieval-Augmented Generation.

• Bachelor's degree is required; preferred fields of study include Business, Product/Marketing, Psychology, or UX Design.

• A minimum of 8 years of overall professional experience is necessary.

• At least two years of experience in customer service, product development, business process analysis, or similar roles, demonstrating capabilities in optimizing processes or enterprise applications to enhance student/customer experiences.

• Familiarity with customer experience best practices and current trends.

• A demonstrated history of ongoing professional development in the field of customer experience.

• Strong knowledge of enterprise applications, encompassing CRM systems, websites, customer support portals, call center operations, self-service technologies, automation applications, and digital support platforms.

• Exceptional analytical and problem-solving abilities.

• Outstanding communication and interpersonal skills.

• Proven aptitude for asking insightful questions and facilitating discussions regarding end-to-end processes.

• Project management experience focused on achieving results within specified timelines.

• Familiarity with tools and methodologies used for measuring student experience.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible working arrangements to support work-life balance.

• A collaborative and inclusive work environment.