Program Manager – Experience

🔥 22 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

📋 Program Manager

👻 Ghost score 10%

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DeVry University

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

👥 B2C

Education • B2C

DeVry University is a private, career-focused university offering online and on-campus undergraduate and graduate degree programs, certificates, and workforce solutions. Its curriculum emphasizes technology, business, and healthcare fields (including programs in cybersecurity, software development, information technology, accounting, healthcare administration, and medical billing & coding), with services for working adults such as employer tuition benefits, military and transfer student support, and career services. DeVry also includes the Keller Graduate School of Management and highlights hands-on, career-centered learning and student support.

📋 Description

• Develop and implement strategic plans for optimizing the student experience in alignment with organizational objectives • Stay informed about industry trends and best practices in student experience management • Lead development of a comprehensive customer experience strategy aligned with organizational goals • Identify opportunities to improve the customer journey and drive business outcomes • Define project goals, scope, and success metrics for cross-functional CX projects • Drive accountability across teams throughout the project lifecycle • Lead continuous improvement and optimization of student-facing processes • Collaborate with cross-functional teams to implement enhancements aligned with organizational goals • Ensure change management processes are in place to realize the benefits of innovation and continuous improvement • Engage key stakeholders to understand student-experience needs and challenges • Foster relationships with internal and external partners for insights and feedback • Facilitate sponsorship briefings, progress reporting, and idea generation • Develop customer journey maps and personas • Analyze customer journeys to identify pain points and improvement opportunities • Conduct end-to-end process analysis using process mapping techniques • Identify and drive iterative enhancements to improve customer experience • Gather and analyze customer feedback and data to understand needs and behaviors • Use insights to inform decisions, prioritize CX initiatives, and drive continuous improvement • Use data and analytics to measure student-experience initiatives and track PIs

🎯 Requirements

• Experience implementing or managing an AI Agent and a strong understanding of Retrieval-Augmented Generation required • Bachelor's degree required; preferred disciplines include Business, Product/Marketing, Psychology, or UX Design • Minimum of 8 years of overall experience • At least two years’ experience in customer service, product development, business process analyst, or similar roles, with demonstrated abilities in optimizing processes or enterprise applications leading to increased student/customer experiences • Knowledge of CX best practices and trends • Demonstrated track record of continuing professional development in customer experience • Strong understanding of enterprise applications, including CRM, websites, customer support portals, call center operations, self-service technologies, automation applications, and digital support platforms • Exceptional analytical and problem-solving skills • Excellent communication and interpersonal skills • Proven ability to ask insightful questions and drive discussions about end-to-end processes • Project management experience focused on delivering results within established timelines • Familiarity with student experience measurement tools and methodologies

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