Senior CX Program Manager

What you'll do

• Identify and assess customer, operational, and business challenges to create actionable plans and recommendations.
• Own cross-functional programs from initial problem definition through final implementation and success measurement.
• Translate customer demand and operational data into technical requirements and business recommendations.
• Design and implement process improvements, automation, and reporting to reduce manual effort.
• Use operational insights to identify recurring problems and emerging risks for cross-functional resolution.
• Establish governance frameworks and decision paths to create clear accountability across teams.
• Document and share reusable practices and lessons learned to improve the broader capacity experience.

What we're looking for

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field and 4+ years of relevant experience.
• Equivalent experience to the degree and years of experience requirement is accepted.
• Ability to meet Microsoft, customer, and/or government security screening requirements.
• Must pass the Microsoft Cloud Background Check upon hire and every two years thereafter.
• Master's Degree in a relevant field and 6+ years of experience, or a Bachelor's Degree and 8+ years of experience (preferred).
• Experience owning cross-functional programs with customer, operational, or business impact (preferred).
• Demonstrated analytical and business judgment, including experience evaluating tradeoffs and translating data into recommendations (preferred).
• Experience improving processes or workflows through automation, reporting, tooling, or other scalable solutions (preferred).