{"schemaVersion":"jobsearcher.job.v1","id":"7df195e912fa3e42c9c5b266","url":"https://jobsearcher.com/jobs/7df195e912fa3e42c9c5b266","canonicalUrl":"https://jobsearcher.com/jobs/7df195e912fa3e42c9c5b266","title":"Customer Experience Program Manager","description":"OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place.\n\nPosition Overview\n\nThe Customer Experience Program Manager owns the design, documentation, and continuous improvement of the post-sale customer journey across all customer segments - translating business insights into structured programs that deliver customer success and OSV adoption, accelerate time to value, and ultimately drive Gross and Net Revenue Retention. This role ensures every milestone and engagement point in the customer lifecycle is documented, measurable, and continuously optimized.\n\nKey Responsibilities\n\nJourney Design & Documentation: Map, document, and maintain the end-to-end customer journey across all customer segments — from scalable, digital-first touchpoints to high-touch, relationship-driven engagement — defining key milestones, engagement points, and handoffs for each tier.\nProgram Management: Design, launch, and manage customer experience programs from concept through rollout — including scoping, timelines, stakeholder alignment, and post-launch measurement.\nData-Driven Mindset: Monitor key metrics (NPS, Customer Effort Score, retention, expansion, adoption) by segment to prioritize and build programs to drive GRR and NRR outcomes, iterating based on results.\nCross-Functional Collaboration: Partner with Sales, Product, Service Delivery, Customer Success and Renewals teams to ensure programs are integrated into existing workflows across all segments without customer friction.\nCustomer Advocacy: Represent the voice of the customer in program design, building feedback loops that surface what's working and what isn't at each journey stage and segment.\nChange Management: Roll out new and evolving programs as OSV's services expand, ensuring adoption internally and externally through clear communication and structured change plans and documented SOPs.\nContinuous Improvement: Stay current on customer experience and journey design best practices across delivery models, bringing an agile, test-and-learn approach to program iteration.\n\nQualifications\n\nAt least 3-5 years in a similar role with a proven track record in program or project management, customer experience, or customer success roles within SaaS, BPaaS, or technology sectors.\nDemonstrated experience designing and documenting customer journeys across varied engagement models (e.g. Pooled, High touch, etc.) and translating them into operational programs.\nStrong data-driven mindset — comfortable defining metrics, analyzing program impact by segment, and adjusting course based on results.\nHands-on proficiency with customer success and workflow platforms such as Planhat, Salesforce, and Front (or equivalent CS/CRM tooling) to effectively document business requirements, milestones, track engagement, and report on program performance.\nExceptional attention to detail balanced with the ability to move fast and prioritize.\nExcellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels, including executive audiences.\nExperience driving transformation initiatives within complex, multi-product or service organizations.\n\n#LI-REMOTE\n\nYou are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.","company":"Onesource Virtual","rawCompany":"onesource virtual","city":"Myrtle Point","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-09-28T11:49:53.987Z","occupations":[{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"13-1199.00","title":"Business Operations Specialists, All Other","slug":"business-operations-specialists-all-other"},{"code":"15-1299.09","title":"Information Technology Project Managers","slug":"information-technology-project-managers"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Experience Program Manager","description":"OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place.\n\nPosition Overview\n\nThe Customer Experience Program Manager owns the design, documentation, and continuous improvement of the post-sale customer journey across all customer segments - translating business insights into structured programs that deliver customer success and OSV adoption, accelerate time to value, and ultimately drive Gross and Net Revenue Retention. This role ensures every milestone and engagement point in the customer lifecycle is documented, measurable, and continuously optimized.\n\nKey Responsibilities\n\nJourney Design & Documentation: Map, document, and maintain the end-to-end customer journey across all customer segments — from scalable, digital-first touchpoints to high-touch, relationship-driven engagement — defining key milestones, engagement points, and handoffs for each tier.\nProgram Management: Design, launch, and manage customer experience programs from concept through rollout — including scoping, timelines, stakeholder alignment, and post-launch measurement.\nData-Driven Mindset: Monitor key metrics (NPS, Customer Effort Score, retention, expansion, adoption) by segment to prioritize and build programs to drive GRR and NRR outcomes, iterating based on results.\nCross-Functional Collaboration: Partner with Sales, Product, Service Delivery, Customer Success and Renewals teams to ensure programs are integrated into existing workflows across all segments without customer friction.\nCustomer Advocacy: Represent the voice of the customer in program design, building feedback loops that surface what's working and what isn't at each journey stage and segment.\nChange Management: Roll out new and evolving programs as OSV's services expand, ensuring adoption internally and externally through clear communication and structured change plans and documented SOPs.\nContinuous Improvement: Stay current on customer experience and journey design best practices across delivery models, bringing an agile, test-and-learn approach to program iteration.\n\nQualifications\n\nAt least 3-5 years in a similar role with a proven track record in program or project management, customer experience, or customer success roles within SaaS, BPaaS, or technology sectors.\nDemonstrated experience designing and documenting customer journeys across varied engagement models (e.g. Pooled, High touch, etc.) and translating them into operational programs.\nStrong data-driven mindset — comfortable defining metrics, analyzing program impact by segment, and adjusting course based on results.\nHands-on proficiency with customer success and workflow platforms such as Planhat, Salesforce, and Front (or equivalent CS/CRM tooling) to effectively document business requirements, milestones, track engagement, and report on program performance.\nExceptional attention to detail balanced with the ability to move fast and prioritize.\nExcellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels, including executive audiences.\nExperience driving transformation initiatives within complex, multi-product or service organizations.\n\n#LI-REMOTE\n\nYou are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.","datePosted":"2026-09-28T11:49:53.987Z","dateModified":"2026-09-28T11:49:53.987Z","hiringOrganization":{"@type":"Organization","name":"Onesource Virtual","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Myrtle Point","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"7df195e912fa3e42c9c5b266"},"url":"https://jobsearcher.com/jobs/7df195e912fa3e42c9c5b266"}}