Lead Program Manager – Customer Experience Transformation

Role: Lead Program Manager – Customer Experience Transformation
Location: US Remote (Prefer EST operating hours)
Duration: 3 Months Contract (Potential Extension)
Client Team: Customer Experience Office (CXO)
Reports To: Sr. Director, Global Customer Experience

Job Summary:
Client is scaling an AI-first operating model focused on improving Customer Satisfaction (CSAT), Gross Revenue Retention (GRR), operational efficiency, and predictive customer engagement. This role will lead enterprise-wide CX transformation initiatives across Product, Engineering, Customer Support, Data, UX, and Content teams.

Key Responsibilities:
• Lead enterprise CX transformation programs including:

• GenAI-powered self-service
• Unified Service Delivery
• Predictive Customer Engagement
• Customer Onboarding

• Drive cross-functional execution across Product, Engineering, Support, UX, Content, and Data teams

• Translate Voice of Customer insights and operational data into actionable programs and use cases

• Define program scope, sequencing, KPIs, success metrics, and execution strategy

• Operate effectively in ambiguous environments and create structure, ownership, and accountability

• Track and report metrics tied to:

• CSAT
• GRR
• Customer effort reduction
• Service quality
• Operational efficiency

Required Experience:
• Strong Program / Transformation Management background
• Experience driving enterprise CX initiatives
• AI/GenAI transformation exposure preferred

• Executive stakeholder management

• Cross-functional leadership experience

• Experience improving customer journeys and operational efficiency
• Ability to drive large-scale execution in fast-paced environments

Regards,

Manoj Goud

Derex Technologies INC

Contact : 973-834-5005 Ext 206

All your information will be kept confidential according to EEO guidelines.

Derex Technologies Inc specializes in providing IT consulting, staffing solutions and software services. Globally headquartered in Harrison New Jersey since 1996 Derex delivers the highest quality technology professionals and an array of customized IT talent solutions designed to improve productivity and drive results to global clients throughout North America.

With over two decades of unparalleled experience, Derex provides supports to its clientele, across such industries as Systems Integration, Banking and Finance, Telecommunications, Pharmaceutical and Life Sciences, Energy, Healthcare, Technology, Transportation, and local and federal Government agencies.

Originally posted on Himalayas