TCE Program Manager

Duration: Contract - 6 months

Job Description: We are seeking a Total Customer Experience (TCE) Program Manager to join our dynamic team. The ideal candidate will have strong experience in end-to-end customer journey management, cross-functional program leadership, and data-driven experience optimization and a proven ability to improve onboarding, adoption, retention, supportability, and overall customer outcomes.

Responsibilities: Own and improve the end-to-end customer experience lifecycle across software, services, platforms, and device ecosystems. Evaluate customer journeys across awareness, installation, authentication, onboarding, engagement, updates, troubleshooting, resolution, retention, and advocacy. Establish a holistic view of interactions across devices, operating systems, applications, services, and support channels for consistency and scalability. Lead structured experience reviews during planning, design, development, testing, launch readiness, and post-launch phases. Partner with Product, UX, Engineering, Quality, Marketing, Customer Support, and Operations to embed experience requirements early in development. Assess UI, UX, workflows, navigation, accessibility, performance perception, learnability, discoverability, and feature adoption to remove friction before release. Define and enforce customer experience quality gates and readiness criteria for launches. Develop and maintain journey maps for key personas and use cases, optimizing touchpoints across preloads, onboarding, notifications, GTM channels, and awareness. Drive cross-functional initiatives that reduce customer effort and improve time-to-value while ensuring consistency across first- and third-party solutions. Identify and prioritize failure scenarios and unhappy-path experiences; improve resiliency, recovery, and supportability. Enhance self-help, troubleshooting guidance, knowledge content, and support workflows for efficient resolution and escalation. Define experience standards, best practices, evaluation frameworks, and repeatable validation processes, including launch readiness reviews. Create and maintain scorecards to measure experience health across products, services, and releases; promote customer-centric continuous improvement. Define and track CES, onboarding completion, activation, adoption, engagement, feature utilization, troubleshooting and upgrade success, and app store ratings. Monitor post-launch performance, lead corrective actions, and demonstrate measurable improvements in satisfaction, NPS, engagement, and retention.

Required Skills & Qualifications: Proficiency in customer journey mapping, experience assessment, and scorecard development. Strong analytical skills with experience defining and interpreting customer experience metrics. Excellent cross-functional communication and facilitation abilities across Product, UX, Engineering, Quality, Marketing, and Support. Experience leading program reviews through planning, design, development, testing, launch, and post-launch optimization.

Preferred Skills: Background in SaaS, device ecosystems, or connected services environments. Experience with Agile product development and launch readiness governance.