Program Governance Manager – Customer Experience
Role Overview
The Program Governance Manager – Customer Experience is a relationship and governance role, not a target-carrying operations role.
You own the mechanism that makes the partnership work: the reporting, cadence, coordination, and health of the relationship.
The delivery targets themselves (service levels, quality and cost) sit with the operational leaders.
Your job is to make sure the partner always knows what is expected and where they stand, and that Cyncly leaders always have an accurate, current picture of the performance outputs of the BPO.
Leaders such as our CX Domain Directors, SVP CX, CCO, and wider executive members.
We work with a strategic outsourcing (BPO) partner to deliver customer support across multiple domains, product lines, and regions.
This role is the single point of contact between Cyncly and that partner.
You will keep a clear, consistent, and trusted view of how the relationship is performing, so that everyone on both sides always knows where things stand.
You will stand the partnership up through transition and go-live and then run the ongoing relationship day to day.
The role is designed to expand as trust is earned: at the start, you stand up the mechanism, get reporting flowing, establish the governance cadence and make the transition land cleanly; as the relationship settles, you move from reactive to proactive by anticipating risks, championing change and building a genuine joint team; and in the mature relationship, you become a true partnership steward, keeping leadership sponsorship sharp and the relationship healthy and honest. The through-line is a move from running the reporting to making the partnership succeed.
Key Skills for This Role
Full Job Posting
Main Responsibilities
- Act as the single point of contact for Cyncly's outsourcing partner across operational, reporting and relationship matters.
- Build and run the governance rhythm, including performance reporting, review meetings, quarterly business reviews, agendas, minutes, and action tracking.
- Produce clear, accurate performance reporting and maintain one consistent view of how the partnership is performing, creating a single trusted version rather than different stories across the business.
- Route and coordinate escalations to the right owners and drive them through to resolution.
- Coordinate capacity, workforce planning, and forecasting between partner and internal teams.
- Track risks, actions, issues and decisions, and surface emerging risks early.
- Lead Cyncly's side of the transition and go-live, partnering closely with the provider's transition team, then carrying the relationship into a steady state.
- Champion continuous improvement and a genuine one-team relationship built on trust and honest communication rather than adversarial vendor management.
Experience
Typically 8 to 14 years of experience in customer experience, contact center or BPO delivery, including experience managing or governing an outsourced engagement from the client side.
Equivalent experience is valued; formal project, programme or partnership-management credentials are welcomed where they support the role, but are not the primary requirement.
Strong governance, project and relationship-management discipline across cadence, reporting, risk tracking and stakeholder communication.
Credibility and presence to hold governance with senior stakeholders on both sides, and to represent the business well.
Solid grounding in contact-centre operations, including workforce management, forecasting, customer satisfaction and quality, so you can coordinate meaningfully and interrogate the numbers.
Comfort working with delivery data and reporting tools, and manipulating such data to be presented in a variety of formats to varying stakeholders of varying seniority
Experience with Zendesk or a comparable ITSM/CCaaS customer service platform(s).
Ability to create trust, maintain clarity, and build a one-team relationship with an outsourcing partner while keeping accountability clear.
Experience working in global teams & managing stakeholders across geographies.
Preferred but not required
Experience standing up or transitioning outsourced engagement, with exposure to commercial negotiations and management.
A project or programme management background, for example PMP certification.
Experience across multiple regions and product areas.
Working For Us: At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect.
Here, you’ll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You’ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.
We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.
If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in - come join us.
About Cyncly
Private global software provider delivering design, manufacturing, and commerce solutions to interior-space retailers, designers, and manufacturers.
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