Senior Program Manager, Customer Experience

1 month ago

Juneau, Alaska, United States Confluent Full time
About Confluent

Confluent is a leading provider of data streaming technology, empowering organizations to harness the power of continuously flowing data to innovate and win in the modern digital world. Our purpose is to create an entirely new category within data infrastructure - data streaming - allowing every organization to create experiences and use the power of data in ways that profoundly impact the way we all live.

The Role

We are seeking a highly skilled Program Manager to join our CX Operations team, focused on guiding our CX systems strategy and working with other teams to define and execute an overall CSG systems roadmap. As a Program Manager, you will have the opportunity to work cross-functionally throughout our organization on various projects and be a champion driving projects involving system and process improvements for the Customer Solutions organization.

Key Responsibilities
  • Manage systems-related initiatives with internal end users and cross-functional teams to incubate new initiatives aimed at reducing friction within the Customer Solutions organization
  • Own ongoing systems initiatives within CSG CX Operations, ensuring business requirements are well-understood and documented and align to CSG & company systems strategies
  • Design, lead, and run regular cadence meetings with stakeholders, including coordination of CX Systems Steering & Operations meetings
  • Participate in the New Product Introduction process, to evaluate the impact of new products on CX systems and processes
  • Lead efforts to scope, design, and execute strategic initiatives for the Customer Solutions organization, working to remove any operational or organizational barriers
  • Continually look for and suggest ways to improve team and customer productivity, efficiency, and effectiveness via our CX systems
  • Partner with counterparts in Product Management & Engineering to align CX systems with software-based product offerings
  • Collaborate with CX leaders to streamline customer interactions across systems, supporting the end-to-end customer journeys
  • Participate in Architecture Review Board (ARB) and Revenue Operations forums, to represent long-term CX systems strategy
  • Collaborate with Data Engineering to establish policies, best practices, and processes related management of data collected in the delivery of services to customers
Requirements
  • 8+ years of Program Management experience
  • Strong project management and cross-functional collaboration skills
  • Demonstrated ability to lead through influence
  • Experience in a B2B or SaaS organization
  • Proactive and passionate, independently capable of seeking information, solving conceptual problems, corralling resources, and delivering results
  • Effective stakeholder management, across different functional teams
  • Positive work style, focus on getting things done, and a strong desire to learn and grow
What Gives You an Edge
  • PMP Certification
  • Knowledge & demonstrated experience with Customer Success or Customer Support systems
  • Experience in Customer Success, Customer Experience, or Support Operations

We are an equal opportunities employer and welcome applications from diverse candidates. We offer a competitive salary, bonus, and equity package, as well as a range of employee benefits. To learn more about our benefits, click here.

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