In This Role
You will serve as a non-technical Program Manager driving execution, readiness, and validation for complex customer experience initiatives. Operating in a fast-paced, ambiguous environment, you will act as the connective layer between program strategy and operational delivery—partnering with cross-functional stakeholders, engineering teams, and field teams to ensure successful rollout and adoption of programs.
This role is highly execution-focused and requires strong ownership of workback planning, stakeholder alignment, and iterative rollout processes. You will play a key role in ensuring customer trust is maintained and restored through structured program delivery, readiness planning, and post-incident engagement frameworks.
Key Responsibilities
Program Execution & Workback Management
- Own and manage integrated workback plans across readiness, validation, communications, and launch milestones
- Drive execution cadence (daily/weekly standups, status reviews, checkpoints)
- Track dependencies, risks, and blockers; proactively drive resolution and communicate tradeoffs
UAT & Validation Ownership
- Plan and execute User Acceptance Testing (UAT) programs end-to-end
- Define validation phases and manage phased (“ring-based”) deployments
- Coordinate participant onboarding, access, training, and logistics
- Capture and synthesize feedback into structured, actionable insights
Phased Rollouts & Iteration
- Manage staged rollout processes with clear entry and exit criteria
- Facilitate feedback loops, office hours, and iteration cycles
- Maintain centralized tracking of issues, feedback, and resolutions
Cross-Functional Coordination
- Partner with engineering, customer experience, and readiness teams to align timelines and deliverables
- Translate user and field feedback into clear, prioritized inputs
- Ensure alignment across parallel workstreams to avoid fragmentation
Readiness & Enablement
- Coordinate readiness activities including training, communications, and launch preparation
- Manage asset development, publication workflows, and compliance approvals
- Ensure deliverables are complete, clear, and ready for scaled distribution
Stakeholder Communication & Reporting
- Develop high-quality presentations and executive-ready updates
- Provide clear, timely status reporting and program insights
- Build strong relationships with stakeholders across multiple organizational levels