The CX Global Program Manager serves as a strategic and operational partner to CX Leadership team including Chief Customer Success Office (CSSO). This role is responsible for driving cross-functional CX initiatives, managing strategic internal programs, supporting executive operations, and leading customer engagement initiatives that strengthen customer relationships and business outcomes.

This individual will operate at the intersection of strategy, execution, communications, and operational excellence. The ideal candidate is highly organized, proactive, collaborative, and capable of managing multiple complex initiatives in a fast-paced global environment

Qualifications

• Bachelor’s degree in business, Management, Communications, or related field.

• 5+ years of experience in Program Management, Education & Learning, CX Operations, Business Operations, Strategy, or related functions.

• Experience supporting senior executives or operating in a Chief of Staff-type capacity preferred.

• Strong understanding of Customer Success and customer lifecycle management in a SaaS or enterprise technology environment.

• Proven ability to manage complex cross-functional programs in a global organization.

• Exceptional executive communication, presentation, and stakeholder management skills.

• Strong analytical and organizational skills with attention to detail.

• Ability to balance strategic thinking with operational execution.

• Experience with business reporting, dashboards, and operational planning.

• Highly collaborative with strong influence and relationship-building capabilities.

Preferred Qualifications

• Experience in enterprise software, SaaS, endpoint management, cloud, or digital workspace technologies.

• Familiarity with Customer Success platforms, CRM systems, and business intelligence tools.

• Experience working in high-growth or transformational business environments.

Strategic Program Management

• Lead and manage high-impact global CX initiatives aligned with IGEL and customer success objectives.

• Drive execution of strategic priorities & initiatives across all functions of Customer Experience (CX) Organization including but not limited to, Customer Success, Support, Professional Services, Renewals & Retention and field-facing teams.

• Develop program plans, milestones, governance frameworks, and success metrics for CX transformation initiatives.

• Coordinate cross-functional initiatives with Sales, Product, Marketing, Operations, and CX Leadership teams.

• Monitor CX programs health, risks, dependencies, and executive reporting cadence.

Chief of Staff Support to the Chief Customer Success Officer (CCSO)

• Support strategic planning, leadership operating rhythms, quarterly business reviews, and executive presentations.

• Prepare briefing materials, dashboards, business updates, and leadership communications.

• Facilitate alignment across global CX leadership teams and ensure follow-through on strategic action items.

• Help drive organizational priorities, decision-making processes, and execution accountability.

• Manage special projects and executive initiatives on behalf of the CCSO.

Customer Engagement & Executive Programs

• Drive executive customer engagement initiatives including customer advisory programs, executive sponsorship activities, customer business reviews, and strategic account engagement.

• Partner with CX and Sales leadership to improve customer advocacy, retention, adoption, and expansion opportunities.

• Capture customer insights and translate feedback into actionable recommendations for internal stakeholders.

• Support development of customer communication strategies and engagement frameworks.

Operational Excellence & Governance

• Establish and improve CX operational processes, program governance, and reporting mechanisms.

• Build and maintain KPI dashboards, business metrics, and operational reporting for CX leadership.

• Support annual planning, budgeting coordination, resource tracking, and organizational planning activities.

• Identify opportunities for process optimization, automation, and improved scalability across the CX organization.

• Drive consistency in program execution and internal communications globally.

Communication & Change Management

• Develop executive-level presentations, internal communications, and organizational updates.

• Support change management efforts tied to organizational transformation and strategic initiatives.

• Ensure transparency, alignment, and stakeholder engagement across global teams.

• Help foster a culture of accountability, collaboration, and customer-centricit