Program Manager – Customer Experience

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🔥 0 minutes ago

☕ Washington – Remote

☕ Washington – Remote

💵 $100k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

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BPCS, Comprehensive marketing solutions, ltd.

WebsiteLinkedInAll Job Openings

1 - 10 employees

Big agencies give you big talent for big money, but less time & commitment. Little agencies give you little less talent for little less money, but full dedication. What you want is the best from both worlds. What you need is big little agency. And you have just found it.

📋 Description

• Own and manage integrated workback plans across readiness, validation, communications, and launch milestones • Drive execution cadence (daily/weekly standups, status reviews, checkpoints) • Track dependencies, risks, and blockers; proactively drive resolution and communicate tradeoffs • Plan and execute User Acceptance Testing (UAT) programs end-to-end • Define validation phases and manage phased (“ring-based”) deployments • Coordinate participant onboarding, access, training, and logistics • Capture and synthesize feedback into structured, actionable insights • Manage staged rollout processes with clear entry and exit criteria • Facilitate feedback loops, office hours, and iteration cycles • Maintain centralized tracking of issues, feedback, and resolutions • Partner with engineering, customer experience, and readiness teams to align timelines and deliverables • Translate user and field feedback into clear, prioritized inputs • Ensure alignment across parallel workstreams to avoid fragmentation • Coordinate readiness activities including training, communications, and launch preparation • Manage asset development, publication workflows, and compliance approvals • Ensure deliverables are complete, clear, and ready for scaled distribution • Develop high-quality presentations and executive-ready updates • Provide clear, timely status reporting and program insights • Build strong relationships with stakeholders across multiple organizational levels

🎯 Requirements

• 5–7+ years of program or project management experience • Proven experience in workback planning, execution management, and risk mitigation • Experience running UAT programs, pilots, or phased/iterative rollouts • Strong cross-functional coordination skills without direct authority • Excellent communication skills (written, verbal, and presentation), including PowerPoint expertise • Ability to operate effectively in ambiguous, fast-moving environments • Strong organizational, problem-solving, and time management skills • Experience using collaboration and productivity tools (e.g., SharePoint, project tracking tools, document collaboration platforms) • Prior experience working within a large enterprise environment (minimum 1 year)

🏖️ Benefits

• Medical, dental, and vision coverage • Flexible Spending Account • 401k program • Competitive PTO offerings • Parental Leave • Opportunities for professional growth and development