Principal CX Program Manager

Build expertise in data-driven decision systems, AI-enabled automation, scalable operating models, and customer-experience transformation. Lead complex customer and regional capacity programs from problem definition through measurable outcomes, including strategic customer onboarding, large-scale migrations, constrained-region planning, new workload launches, and time-sensitive escalations. Represent the Voice of the Customer by synthesizing customer feedback, demand signals, service telemetry, and escalation patterns into product requirements, investment recommendations, and experience improvements that reduce recurring friction at scale. Build trusted partnerships across engineering, infrastructure, supply chain, capacity planning, forecasting, finance, field, sales, support, and customer success teams to clarify tradeoffs, align priorities, and guide decisions across organizational boundaries. Define success measures and operating key performance indicators for regional health, customer outcomes, time to capacity, supportability, utilization, and operational efficiency; use quantitative and qualitative insights to inform priorities, governance, and executive recommendations. Translate customer and operational needs into requirements for decision-support systems, analytics, Artificial Intelligence (AI)-enabled workflows, automation, and self-service tools; partner with engineering teams to shape roadmaps, validate solutions, support adoption, and assess business impact. Create scalable policies, playbooks, review cadences, escalation models, and governance mechanisms; serve as a trusted advisor and mentor who advances customer focus, accountability, inclusion, cooperation, and continuous improvement without direct people-management responsibility. Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years experience in engineering, product/technical program management, data analysis, or product development Master's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, product/technical program management, data analysis, or product development OR Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 12+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.