CS Strategy & Operations Program Manager

Overview: In this role you will lead complex transformation programs for Customer Success, partnering with senior leaders to drive measurable improvements in customer experience and business performance. You will own the CS Strategy & Operations roadmap, shaping initiatives from inception to adoption and communicating impact to executives. You will facilitate cross-functional workstreams, surface risks early, and ensure alignment with company priorities. A key hook is applying AI-augmented program management to accelerate reporting and governance, enabling scalable oversight across a growing portfolio. Compensation / Benefits Paid Time OffPaid Parental LeaveFull Health Benefits Plans Retirement Plans Learning and DevelopmentRSUsResponsibilitiesDefine and own the CS Strategy & Operations program roadmap and vision, emphasizing automation and agent enablement Collaborate with senior leaders to plan objectives and deliverables, ensuring outcomes improve customer experience and business metrics Facilitate strategy sessions with SMEs and CS leaders to validate new initiatives before entering the roadmap Oversee end-to-end program delivery, driving accountability across multiple workstreams and stakeholders, including the C-suite Prepare and present executive-level updates (Steering Committee) to communicate status, value, and impact Create program artifacts (long-range plans, dependency maps, risk/issue logs) to guide executive decisions Define and track program-level success metrics tied to adoption, GRR, and efficiency gains Model AI-augmented management practices to synthesize updates, surface risks, and accelerate reporting Lead evolution of the CS Strategy & Operations PMM methodology promoting continuous improvement

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