Senior Program Lead – Operational Excellence

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

📋 Description

• Take ownership of the program strategy for extensive CX operations initiatives, converting business challenges into organized plans and overseeing execution from initial discovery to global implementation.

• Manage the balance between time, scope, and budget.

• Design and enhance comprehensive CX workflows, including contact entry points, routing logic, specialist management, and resolution processes.

• Standardize experiences across various sites and vendors, ensuring that the appropriate work is assigned to the right specialist.

• Collaborate with Product, Tooling, WFM, Analytics, and Operations on queue design, case allocation criteria, channel strategy, and automation/AI use cases.

• Develop and uphold CX standards and governance, which includes creating SOPs, playbooks, dashboards, and frameworks for process excellence.

• Lead large-scale change management initiatives through effective communication, enablement plans, and feedback mechanisms.

• Leverage operational metrics, quality outcomes, CSAT/effort scores, and capacity data to identify opportunities, assess problems, establish targets, and validate outcomes.

⛳️ Requirements

• Over 7 years of experience in customer support operations, process excellence, or program management.

• Proven history of designing and scaling CX workflows in multi-product, multi-regional settings.

• Experience in designing comprehensive workflows, SOPs, and routing logic across multiple teams, geographies, or vendor partners within high-volume operations.

• Demonstrated capability to lead cross-functional programs involving four or more stakeholder teams, including Operations, Product, Engineering, Analytics, and WFM.

• Strong analytical mindset focused on data and experimentation.

• Practical experience utilizing analytics to assess problems, prioritize opportunities, and validate the impact of workflow changes on CSAT, recontact rates, and handling times.

• Proven ability to produce structured decision documents, workflow specifications, and executive recommendations.

• Responsible utilization of generative AI with appropriate human oversight.

• Must reside in the USA.

🏝️ Benefits

• Equity eligibility.

• Bonus eligibility.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k).

• Quarterly in-person working sessions (“surges”).

• Reasonable accommodations for individuals with disabilities.