Program Manager - Customer Experience

In This Role

You will serve as a non-technical Program Manager driving execution, readiness, and validation for complex customer experience initiatives. Operating in a fast-paced, ambiguous environment, you will act as the connective layer between program strategy and operational delivery—partnering with cross-functional stakeholders, engineering teams, and field teams to ensure successful rollout and adoption of programs.

This role is highly execution-focused and requires strong ownership of workback planning, stakeholder alignment, and iterative rollout processes. You will play a key role in ensuring customer trust is maintained and restored through structured program delivery, readiness planning, and post-incident engagement frameworks.

Key Responsibilities

Program Execution & Workback Management

• Own and manage integrated workback plans across readiness, validation, communications, and launch milestones
• Drive execution cadence (daily/weekly standups, status reviews, checkpoints)
• Track dependencies, risks, and blockers; proactively drive resolution and communicate tradeoffs

UAT & Validation Ownership

• Plan and execute User Acceptance Testing (UAT) programs end-to-end
• Define validation phases and manage phased (“ring-based”) deployments
• Coordinate participant onboarding, access, training, and logistics
• Capture and synthesize feedback into structured, actionable insights

Phased Rollouts & Iteration

• Manage staged rollout processes with clear entry and exit criteria
• Facilitate feedback loops, office hours, and iteration cycles
• Maintain centralized tracking of issues, feedback, and resolutions

Cross-Functional Coordination

• Partner with engineering, customer experience, and readiness teams to align timelines and deliverables
• Translate user and field feedback into clear, prioritized inputs
• Ensure alignment across