CX Program Manager

Role purpose

Program strategy and planning

• Define program objectives, strategic roadmaps, and implementation plans aligned with business goals.
• Develop plans covering scope, schedules, resources, risks, and governance; manage interdependencies and coordinate workstreams.
• Monitor milestones and ensure timely achievement of objectives.

Stakeholder management

• Build relationships with clients, internal stakeholders, vendors, and partners.
• Communicate progress, milestones, risks, issues, and change requests; manage expectations, resolve conflicts, and facilitate collaboration.
• Lead client kick-off meetings and regular program status reviews.

Resources and finances

• Oversee resource allocation and utilization; review resource requirements and hiring requests.
• Monitor budgets, invoicing, and collections against approved plans; identify variances and coordinate corrective actions.

Governance, risk, and reporting

• Maintain governance frameworks, reporting structures, and change-control processes; monitor project health, dependencies, schedules, budgets, and scope.
• Identify program-level risks and implement mitigation strategies; ensure compliance with agreed service levels, program requirements, and internal policies.
• Prepare consolidated reports, monitor KPIs, and provide actionable insights and recommendations to management.

Team leadership

• Lead, coach, and mentor Project Managers and program team members; conduct performance reviews and provide feedback.
• Promote collaboration, accountability, and continuous improvement; support special projects and strategic initiatives as required.

Qualifications

• At least 7 years of project or program management experience and a proven record of successful project delivery.
• Strong expertise in strategic planning, program governance, and project management.
• Excellent stakeholder management, communication, leadership, team management, and reporting skills.
• Knowledge of risk management, resource allocation, and financial monitoring; strong analytical, problem-solving, and decision-making capabilities.
• PMP or Program Management Professional certification is preferred.