{"id":2041643,"url":"https://alion.io/job/devry-program-manager-experience","title":"Program Manager, Experience","company":{"id":1123335,"name":"DeVry University","domain":"devry.ca","url":"https://alion.io/company/devry-ca","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":75,"open_postings":12,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":118000,"max_usd":216000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":588},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-07T06:00:00Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-11T22:29:14Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Opportunity:\nWe're looking for a Program Manager, Experience to lead the optimization and standardization of our business processes and enterprise applications, with a primary focus on enhancing interactions and satisfaction for our students/customers. This role is pivotal in improving various enterprise applications such as call center experiences, self-service functionalities, automation, and digital care, ensuring seamless and customer-centric processes.\n As a Program Manager, Experience, you'll be a key player in driving our customer experience (CX) initiatives. Collaborating closely with cross-functional teams, you'll lead efforts to enhance the overall customer journey, optimize touchpoints, and ultimately drive customer satisfaction and loyalty. We're seeking a strategic thinker with robust project management skills and a genuine passion for delivering exceptional experiences to our customers. If you're ready to make a significant impact on our organization's success by elevating our customer experience, we want to hear from you.\nResponsibilities:\nStrategic Planning:\nDevelop and implement strategic plans for optimizing the student experience in alignment with organizational objectives.\nStay informed about industry trends and best practices in student experience management.\nDevelop CX Strategy:\nLead the development of a comprehensive customer experience strategy aligned with organizational goals.\nIdentify opportunities to improve the customer journey and drive business outcomes.\nDefine project goals, scope, and success metrics for cross-functional CX projects.\nDrive accountability across teams throughout project lifecycle.\nProduct Optimization:\nLead initiatives for continuous improvement and optimization of student-facing processes.\nCollaborate with cross-functional teams to implement enhancements aligning with organizational goals.\nEnsure change management processes are in place to realize full benefits of innovation and embrace continuous improvement principles.\nStakeholder Engagement:\nEngage with key stakeholders to understand needs and challenges related to the student experience.\nFoster strong relationships with internal and external partners for insights and feedback.\nFacilitate sponsorship briefings, progress reporting, and idea generation.\nCX Journey Analysis:\nDevelop customer journey maps and personas to guide CX initiatives, ensuring a deep understanding of user needs and behaviors.\nAnalyze the customer journey to identify pain points and improvement opportunities.\nConduct thorough analysis of end-to-end processes, utilizing process mapping techniques.\nIdentify and drive iterative enhancements to improve customer experience.\nData-Driven Decision Making:\nGather and analyze customer feedback and data to understand needs and behaviors.\nUse insights to inform decision-making, prioritize CX initiatives, and drive continuous improvement efforts.\nUtilize data and analytics to measure the effectiveness of student experience initiatives and track PIs.\nQualifications:\nBachelor's degree required (preferred disciplines in Business, Product/Marketing, Psychology, or UX Design)\nMinimum of 8 years of overall experience with at least two years’ experience in customer service, product development, business process analyst or similar roles with demonstrated abilities in optimizing process or enterprise applications leading to increased student/customer experiences.\nKnowledge of CX best practices and trends, demonstrated track of continuing professional development in this area.\nStrong understanding of enterprise applications including CRM, Website, Customer Support Portals, Call Center Operations, Self-Service Technologies, Automation applications, and Digital Support platforms.\nExceptional analytical and problem-solving skills, with the ability to dissect complex processes and identify improvement opportunities.\nExcellent communication and interpersonal skills to effectively engage with stakeholders at all levels.\nProven ability to ask insightful questions and drive discussions about end-to-end processes.\nProject management experience with a focus on delivering results within established timelines.\nFamiliarity with student experience measurement tools and methodologies.","description_format":"text","description_chars":4247,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-07T18:03:41Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely 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