Customer Experience Program Manager

🕒 September 18

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

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This company has sponsored H1B visas in the past.

👻 Ghost score 19%

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OneSource Virtual

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2008

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Series B on 2015-06

Consulting • Healthcare • Logistics

OneSource Virtual is a leading provider of business process as a service (BPaaS) solutions tailored for Workday customers. They specialize in automating administrative tasks related to payroll, benefits administration, and finance & accounting services. With a strong focus on accuracy and proactive support, OneSource Virtual helps organizations maximize their Workday investment, enabling them to reclaim internal resources and streamline processes through expert services and innovative technology.

📋 Description

• Map, document, and maintain the end-to-end customer journey across all customer segments • Define key milestones, engagement points, and handoffs for each customer tier • Design, launch, and manage customer experience programs from concept through rollout • Scope programs, establish timelines, align stakeholders, and measure post-launch performance • Monitor NPS, Customer Effort Score, retention, expansion, and adoption metrics by segment • Build and iterate programs to drive Gross Revenue Retention and Net Revenue Retention outcomes • Partner with Sales, Product, Service Delivery, Customer Success, and Renewals teams • Represent the voice of the customer and build feedback loops across journey stages and segments • Roll out evolving programs through clear communication, structured change plans, and documented SOPs • Apply customer experience and journey design best practices using an agile, test-and-learn approach

🎯 Requirements

• At 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 • Demonstrated experience designing and documenting customer journeys across varied engagement models (e.g. Pooled, High touch, etc.) and translating them into operational programs • Strong data-driven mindset — comfortable defining metrics, analyzing program impact by segment, and adjusting course based on results • Hands-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 • Exceptional attention to detail balanced with the ability to move fast and prioritize • Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels, including executive audiences • Experience driving transformation initiatives within complex, multi-product or service organizations

🏖️ Benefits

• Values-based culture • Upward mobility • Professional development with opportunities of all kinds

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