Program Manager – Experience
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Job Description
Program Manager optimizing student experiences through CX strategy, AI agents, and enterprise applications. Driving journey improvements, process standardization, and data-informed customer satisfaction initiatives.
Responsibilities:
- Develop and implement strategic plans for optimizing the student experience in alignment with organizational objectives
- Stay informed about industry trends and best practices in student experience management
- Lead development of a comprehensive customer experience strategy aligned with organizational goals
- Identify opportunities to improve the customer journey and drive business outcomes
- Define project goals, scope, and success metrics for cross-functional CX projects
- Drive accountability across teams throughout the project lifecycle
- Lead continuous improvement and optimization of student-facing processes
- Collaborate with cross-functional teams to implement enhancements aligned with organizational goals
- Ensure change management processes are in place to realize the benefits of innovation and continuous improvement
- Engage key stakeholders to understand student-experience needs and challenges
- Foster relationships with internal and external partners for insights and feedback
- Facilitate sponsorship briefings, progress reporting, and idea generation
- Develop customer journey maps and personas
- Analyze customer journeys to identify pain points and improvement opportunities
- Conduct end-to-end process analysis using process mapping techniques
- Identify and drive iterative enhancements to improve customer experience
- Gather and analyze customer feedback and data to understand needs and behaviors
- Use insights to inform decisions, prioritize CX initiatives, and drive continuous improvement
- Use data and analytics to measure student-experience initiatives and track PIs
Requirements:
- Experience implementing or managing an AI Agent and a strong understanding of Retrieval-Augmented Generation required
- Bachelor's degree required; preferred disciplines include Business, Product/Marketing, Psychology, or UX Design
- Minimum of 8 years of overall experience
- At least two years’ experience in customer service, product development, business process analyst, or similar roles, with demonstrated abilities in optimizing processes or enterprise applications leading to increased student/customer experiences
- Knowledge of CX best practices and trends
- Demonstrated track record of continuing professional development in customer experience
- Strong understanding of enterprise applications, including CRM, websites, customer support portals, call center operations, self-service technologies, automation applications, and digital support platforms
- Exceptional analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Proven ability to ask insightful questions and drive discussions about end-to-end processes
- Project management experience focused on delivering results within established timelines
- Familiarity with student experience measurement tools and methodologies
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