Principal, Customer Experience Operations

Workday • Pleasanton, CA

5d • Hybrid

About The Position

Your work days are brighter here. We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too. About the Team It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun. The Customer Experience (CX) Operations team turns strategy into execution through a unified ecosystem of rigorous planning, disciplined delivery, actionable insights & strategic operating forums to ensure we deliver on our commitments. This shared services organization drives operational excellence and innovation across the Customer Experience (CX) organization, enabling program and organizational change across people, processes and systems. About the Role Reporting to the VP of CX Operations, the Principal Program Manager, CX Operations is a high-stakes, high-trust role designed for someone who thrives on ambiguity, moves fast, and can make complex, multi-stakeholder workstreams run flawlessly. You are the connective tissue that transforms strategic CX & Chief Customer Officer needs into crisp, executed outcomes. This role was built for you if you think like a strategy consultant, execute like a seasoned operator, and communicate with c-level polish and precision.

Requirements

• 7+ years experience in business operations / strategy consulting
• 2+ years experience supporting enterprise-wide programs with executive level stakeholders
• Outstanding written, visual representation, and verbal communication skills.
• Experience defining, designing, and implementing solutions to achieve desired business outcomes by evaluating, diagnosing, documenting existing business processes, developing and applying metrics for process and performance measurement
• Strong ability to establish relationships, influence without authority, and drive alignment across teams with varied strengths and leadership levels.
• Outstanding organizational, interpersonal, and negotiation skills; flexible and adaptable; able to work in ambiguous situations.
• Passion for customer service and commitment to delivering high-quality results.
• Proficient in project management and collaboration tools (Google Suite, Outlook, PPT, etc.)

Responsibilities

• CX / Chief Customer Officer Strategic Initiatives : Owning end-to-end high stakes programs involving CX Leaders, including creating strategy delivery plans, c-level presentation decks and action item follow-through.
• Cross-Functional Stakeholder Management: CX lead and subject matter expert for cross-workday initiatives, managing timelines, dependencies, and escalations across Go-to-Market, Product & Technology, and Marketing - on behalf of CX.
• Executive Readiness : Prepare CX leaders for enterprise events with minimal ramp required. Including Board of Directors, Analyst events, QBRs and exec briefings ensuring tight storytelling, crisp data and exec-ready delivery.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees