Program Manager, Experience

Opportunity:

We'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.

 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.

Responsibilities:

Strategic Planning:

Develop and implement strategic plans for optimizing the student experience in alignment with organizational objectives.

Stay informed about industry trends and best practices in student experience management.

Develop CX Strategy:

Lead the development of a comprehensive customer experience strategy aligned with organizational goals.

Identify opportunities to improve the customer journey and drive business outcomes.

Define project goals, scope, and success metrics for cross-functional CX projects.

Drive accountability across teams throughout project lifecycle.

Product Optimization:

Lead initiatives for continuous improvement and optimization of student-facing processes.

Collaborate with cross-functional teams to implement enhancements aligning with organizational goals.

Ensure change management processes are in place to realize full benefits of innovation and embrace continuous improvement principles.

Stakeholder Engagement:

Engage with key stakeholders to understand needs and challenges related to the student experience.

Foster strong relationships with internal and external partners for insights and feedback.

Facilitate sponsorship briefings, progress reporting, and idea generation.

CX Journey Analysis:

Develop customer journey maps and personas to guide CX initiatives, ensuring a deep understanding of user needs and behaviors.

Analyze the customer journey to identify pain points and improvement opportunities.

Conduct thorough analysis of end-to-end processes, utilizing process mapping techniques.

Identify and drive iterative enhancements to improve customer experience.

Data-Driven Decision Making:

Gather and analyze customer feedback and data to understand needs and behaviors.

Use insights to inform decision-making, prioritize CX initiatives, and drive continuous improvement efforts.

Utilize data and analytics to measure the effectiveness of student experience initiatives and track PIs.

Qualifications:

Experience implementing or managing an AI Agent and a strong understanding of Retrieval-Augmented Generation required

Bachelor's degree required (preferred disciplines in Business, Product/Marketing, Psychology, or UX Design)

Minimum 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.

Knowledge of CX best practices and trends, demonstrated track of continuing professional development in this area.

Strong understanding of enterprise applications including CRM, Website, Customer Support Portals, Call Center Operations, Self-Service Technologies, Automation applications, and Digital Support platforms.

Exceptional analytical and problem-solving skills, with the ability to dissect complex processes and identify improvement opportunities.

Excellent communication and interpersonal skills to effectively engage with stakeholders at all levels.

Proven ability to ask insightful questions and drive discussions about end-to-end processes.

Project management experience with a focus on delivering results within established timelines.

Familiarity with student experience measurement tools and methodologies.