Project Manager – Customer Experience Full Time

In This Role

In this role, you will plan, coordinate, and drive execution of cross‑functional programs and initiatives that support complex business and operational goals. You will work closely with diverse stakeholders to translate ambiguous or complex inputs into structured plans, clear recommendations, and executive‑ready materials. Success in this role requires strong critical thinking, communication, and facilitation skills to align teams, surface risks, and ensure measurable outcomes are delivered on time.

You will operate at both strategic and execution levels—helping define programs, track progress, support decision‑making, and drive clarity across multiple workstreams—while influencing without direct authority.

Key Responsibilities

• Develop and manage comprehensive program plans that define scope, objectives, timelines, milestones, dependencies, risks, and success criteria across multiple initiatives.
• Identify, assess, and communicate cross‑program dependencies, risks, and impacts; partner with stakeholders to develop mitigation strategies and recommendations.
• Document and evaluate end‑to‑end workflows, operating models, or experiences to uncover gaps, inefficiencies, and business or customer risks.
• Analyze qualitative and quantitative inputs—including feedback and performance data—to identify blockers, improvement opportunities, and operational friction.
• Create executive‑ready materials such as presentations, briefs, and reports that synthesize complex information into clear narratives and actionable insights.
• Facilitate cross‑functional working sessions, reviews, and decision forums to drive alignment, accountability, and follow‑
• Partner with business, operations, and leadership teams to plan and execute program launches, improvements, and change initiatives.
• Support the definition, tracking, and reporting of performance metrics, outcomes, and success measures.
• Contribute to program and portfolio analysis, including cost‑benefit assessments, efficiency opportunities, and return‑on‑investment considerations.
• Support portfolio‑level coordination, including timelines, milestones, resource planning, and financial tracking across multiple programs.

 Required Qualifications

• Bachelor’s degree in business administration, operations, or a related field.
• 5–7 years of experience in program management, operations, business planning, or a related discipline.
• Demonstrated ability to manage multiple workstreams and priorities in a fast‑paced, cross‑functional environment.
• Strong verbal and written communication skills, including experience producing clear, concise, executive‑level documentation and presentations.
• Strong analytical and critical‑thinking skills, with the ability to assess tradeoffs, identify risks, and recommend solutions.
• Proven facilitation and stakeholder management experience, with the ability to influence outcomes without direct authority.
• Excellent organizational and time‑management skills with strong attention to detail.
• Proficiency with standard business and collaboration tools, including PowerPoint, Word, Excel, Teams, and similar platforms.

Preferred Qualifications

• PMI or PMP certification.
• Experience supporting portfolio‑level program management or complex, multi‑initiative environments.
• Experience documenting and improving operational workflows or business processes.Exposure to change management, program launches, or large‑scale initiatives.
• Experience supporting senior leadership with decision‑making materials, reporting, and program review