High Priority - Lead Program Manager, CX Transformation

Palo Alto Labs • San Diego, CA

8d

About The Position

Palo Alto Labs (PAL) is seeking a Lead Program Manager, CX Transformation, to drive enterprise-wide improvements in customer experience and service delivery for a large enterprise customer. This customer is a $1Bn+ financial software and tax technology company operating in a highly regulated, data-intensive environment. The role focuses on improving customer satisfaction, retention, and operational efficiency as the company scales its AI-enabled operating model. The position addresses the challenge of inconsistent execution across critical customer journeys (onboarding, product usage, support, service delivery, digital self-service) which span Product, Engineering, Customer Support, Content, Data, and Customer Experience teams. The role is designed to bridge the gap between increasing customer data and signals and the need for consistent, scalable action. The Lead Program Manager will be responsible for turning enterprise CX priorities into clear, coordinated execution, owning the design, sequencing, and delivery of large cross-functional programs such as GenAI-enabled self-service, unified service delivery, predictive customer engagement, and customer onboarding. This is a senior role requiring strong executive presence, cross-functional collaboration, and full accountability for outcomes in a fast-moving, ambiguous environment.

Requirements

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field, or equivalent practical experience experience
• 10+ years of experience leading enterprise programs, transformation initiatives, or strategic delivery in SaaS or cloud environments
• Proven experience leading complex, cross-functional initiatives spanning Product, Engineering, and customer-facing teams
• Demonstrated executive presence with the ability to influence VP-level stakeholders and drive alignment
• Experience operating in high-ambiguity, fast-moving environments with the ability to create clarity and structure
• Strong ability to define use cases, structure programs, and drive execution from concept through measurable outcomes
• Experience translating customer insight and operational data into actionable program requirements
• Strong analytical capabilities with experience developing program insights, reporting, and executive narratives
• Familiarity with CX metrics and frameworks (e.g., NPS, CSAT, CES, journey health)

Nice To Haves

• Experience with AI or digital customer experience capabilities preferred

Responsibilities

• Lead large CX transformation programs across GenAI self-service, unified service delivery, predictive customer engagement, and customer onboarding. Define program scope, success metrics, use cases, and sequencing based on customer and business outcomes. Drive execution through implementation and results realization.
• Align Product, Engineering, Customer Support, Content, Data, and UX teams around shared program goals. Establish clear accountability, manage trade-offs, and maintain momentum while preventing duplicate or disconnected efforts.
• Convert voice-of-customer data, operational metrics, and research into clearly defined use cases and program requirements. Prioritize initiatives based on customer impact and business value, with a focus on addressing the root causes of friction.
• Bring clarity to decision-making, ownership, and execution where it does not already exist. Identify gaps in process, data, or coordination and work across teams to close them so programs can scale effectively.
• Define and track KPIs related to customer satisfaction, retention, customer effort, service quality, and operational efficiency. Communicate progress, risks, and outcomes clearly to senior leaders through concise, outcome-focused narratives.

What This Job Offers

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