Lead Program Manager – Customer Experience Transformation

Derex Technologies Inc • Richmond, VA

2d • Remote

About The Position

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.

Requirements

• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed