CX Global Program Manager

IGEL Technology • Fort Lauderdale, FL

4d • Remote

About The Position

The CX Global Program Manager serves as a strategic and operational partner to the CX Leadership team, including the Chief Customer Success Officer (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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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-centricity.

Benefits

• Health, dental, vision, and prescription benefits (employee premiums covered by IGEL)
• 11 company-paid holidays per year
• 18-22 days of PTO per year (18 days in year 1, 20 days starting in year 2 and 22 days after 5 years of service)
• Sick time of 10 days per year, with rollover of unused days
• 401(k) plan with 100% company match
• Paid maternity and paternity leave
• Monthly home office allowance
• Remote working opportunities and flexible working times, so you can combine your demanding work with your personal goals
• Employee Assistance Program (EAP) and Financial Wellness tool
• Company-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverage
• Wellbeing apps, including Rightway, Headspace and Wellhub
• Training and development opportunities to advance your career
• President’s Club for the highest performing salespeople and overachievers
• An amazing culture powered by a workplace run on trust, empowerment, and feedback with a positive, inspiring working atmosphere
• A highly motivated team that is already looking forward to your support in developing strategies and achieving common goals, together with you!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior