Sr CX Product Manager

Workday•Frisco, TX

2d•$126,600 - $226,800•Hybrid

About The Position

The Sr CX Product Manager will join Workday’s Customer Success & Solutions Center of Excellence (CoE), within the Customer Success Innovation team. The role helps shape how Workday delivers exceptional customer experiences at scale by translating customer needs into scalable solutions and repeatable programs. It partners with product, engineering, sales, and customer success teams across the Commercial Acceleration Global Revenue organization. The position reports to Stephanie Pellegrino, Sr Director of the CoE. The team develops and continuously improves the practices, tools, and playbooks used across Workday’s customer-facing organization. Its mission is to make customer success repeatable and measurable, supporting consistent customer experiences and continued value from Workday products. This role owns key customer-facing initiatives through planning, strategy, execution, and impact measurement, while advocating for customers and improving operational efficiency. Visa sponsorship is not available for this role.

Requirements

At least 8 years of experience in product or program management, ideally in customer success, customer experience, or SaaS.
At least 8 years of experience applying data analysis and domain knowledge to prioritize high-impact work and support recommendations.
At least 5 years of experience using business acumen and influence to align cross-functional stakeholders, including product, engineering, sales, and customer success, without direct authority.
At least 1 year of experience with AI tools, such as Gemini, Claude, or Sana.
Skill in product lifecycle management and solution planning, including turning ambiguous customer problems into clear, actionable strategies.
Ability to identify customer needs, develop value propositions, and advocate for customers internally.
Proactive problem-solving skills and comfort operating amid ambiguity.
Ability to build relationships and get work done through people and processes.
Ability to balance strategic direction with hands-on execution.

Responsibilities

Own the product lifecycle for key customer-facing initiatives, from solution planning and strategy development through execution and impact measurement.
Identify internal and external customer needs and pain points, translating them into value propositions and actionable plans.
Represent the voice of the customer and ensure it informs product and program decisions.
Drive strategic alignment across cross-functional partners and prioritize high-impact work.
Use data analysis and domain knowledge to guide decisions in ambiguous and evolving situations.
Build relationships across the organization to maintain program momentum and stakeholder alignment.
Improve operational efficiency and scale effective approaches across the broader customer success motion.