Customer Experience Program Manager
| Company | Meta |
|---|---|
| Location | Burlingame, CA, USA, Austin, TX, USA, New York, NY, USA |
| Salary | $94000 – $136000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- 4+ years of experience in Customer Experience or Voice-of-Customer program/project management, customer success, or related roles
- Proven experience of working independently and proactively, implementing Customer Experience projects and supporting internal and external stakeholders
- Experience managing multiple projects, including a demonstrated understanding of project management methodologies and tools
- Proficiency in Customer Experience Management platforms (e.g., Medallia, Qualtrics)
- Demonstrated experience in designing and implementing customer feedback solutions, including VoC/CX surveys
- In-depth understanding of CX and VoC best practices and key metrics (e.g., NPS, CSAT, CES)
- Experience in building and conducting journey maps
Responsibilities
- Define implementation strategies and collaborate with cross-functional teams to ensure timely and successful launch of projects
- Track the progress of the projects and coordinate the efforts across the teams, while coordinating with stakeholders to ensure project deliverables meet their needs and expectations
- Drive key strategic efforts in collecting customer feedback, deriving customer understanding, and enabling close-the-loop actions through Voice-of-Customer (VoC) surveys and other solutions
- Leverage technical expertise to define the technical program or platform strategy, and build a plan with technical dependencies
- Collaborate with cross-functional teams to design and implement CX initiatives, including process improvements, technology enhancements, and enabling data foundations
- Translate complex technical details into simple-to-understand communications and Business Requirement Documents (BRDs)
- Develop surveys and research initiatives for new listening touchpoints and improve existing survey programs to inform business decisions
- Develop journey maps to visualize the customer experience and identify pain points and opportunities
Preferred Qualifications
- Degree in Management, Business, Marketing, Economics, or a related field of study
- Experience working with Medallia solutions
- Experience working in a global CX team focused on the entire customer journey
- Project management experience or certification
- Customer experience management certifications