Senior Program Manager - Customer Experience

Ringcentral, Inc.-posted 26 days ago

Full-time • Mid Level

Denver, CO

1,001-5,000 employees

Publishing Industries

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RingCentral is seeking an experienced Program Management leader to lead a transformative program designed to systematically identify, prioritize, and permanently resolve the root causes of recurring customer experience issues. We're seeking an experienced Program Management leader to build and lead this critical initiative from the ground up. This is a high-visibility role reporting to the AVP of Customer Experience with direct access executive leadership. You'll have the authority to challenge existing processes, set strategic priorities, and drive organization-wide change that directly impacts customer satisfaction and operational efficiency.

Drive Strategic Prioritization: Evaluate incoming process optimization opportunities across the customer journey, assess business impact, and build a executable roadmap aligned to company objectives
Challenge the Status Quo: Question legacy processes, identify systemic inefficiencies, and advocate for transformational change-even when it requires difficult organizational shifts
Execute With Precision: Own end-to-end program delivery, from problem definition through solution implementation and measurement of business outcomes
Lead Cross-Functional Collaboration: Partner with Engineering, Product, Operations, Sales, Support and Enablement leadership to secure resources, align priorities, and drive adoption of new processes
Present to Executive Audiences: Deliver compelling narratives to executives, translating complex operational issues into strategic business impact and ROI
Build and Develop Team: Hire, mentor, and lead Business Process Engineers and program analysts, creating a high-performing team culture
Measure and Communicate Impact: Define KPIs, track improvements in NPS and operational metrics, and report progress with transparency and accountability

8+ years of program/project management experience, preferably in customer experience, operations, or technology transformation
Proven track record of leading complex, cross-functional initiatives that required organizational change management
Executive presence with exceptional communication skills-comfortable presenting to C-suite and Board audiences
Strategic thinker who can connect operational improvements to business outcomes and financial impact
Strong business judgment for prioritizing competing demands and making trade-off decisions with incomplete information
Demonstrated ability to challenge constructively and influence without direct authority
Experience with process optimization methodologies (Lean, Six Sigma, Agile) and program management frameworks
Data-driven decision maker with ability to synthesize insights from multiple sources
Natural collaborator who builds trust across organizational boundaries while maintaining healthy tension on standards and priorities

PMP, Lean Six Sigma, or similar certification preferred but not required

Comprehensive medical, dental, vision, disability, life insurance
Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
Voluntary supplemental health coverage and life insurance
401K match and ESPP
Paid time off and paid sick leave
Paid parental and pregnancy leave
Family-forming benefits (IVF, Preservation, Adoption etc.)
Emergency backup care (Child/Adult/Pets)
Employee Assistance Program (EAP) with counseling sessions available 24/7
Free legal services that provide legal advice, document creation and estate planning
Employee bonus referral program
Student loan refinancing assistance
Employee 1:1 coaching, perks and discounts program

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