Program Manager, Customer Experience

About the role

Port is the Agentic SDLC Platform, turning the chaos of evolving software development—including AI agents—into control. Following a $100M Series C funding round, we are entering a phase of significant growth and global expansion. As a product-led company, we seek a strategic, data-driven Program Manager to lead and scale our Customer Experience (CX) programs. This role will translate the CX vision into measurable business value, build operational frameworks, and implement scalable processes that enhance customer satisfaction and drive long-term impact.

You will partner cross-functionally to align CX initiatives with business objectives, create systems to track and measure program outcomes, and continually optimize operations through data insights and structured experimentation.

Responsibilities

• Translate the CX strategic vision into tangible, scalable programs that deliver measurable customer and business impact.
• Lead the end-to-end development and implementation of scalable CX initiatives across multiple customer segments and touchpoints.
• Design and implement frameworks to measure program effectiveness, including defining KPIs, tracking progress, and assessing ROI.
• Use quantitative and qualitative data to assess performance, uncover insights, and make informed decisions that improve program outcomes.
• Partner with CS, Product, Support, Marketing, Sales, and Analytics teams to ensure seamless program execution and alignment with broader business goals.
• Identify inefficiencies in CX delivery and drive continuous improvement through automation, standardization, and scalable workflows.
• Develop precise, concise reporting mechanisms and communicate program performance, risks, and opportunities to stakeholders and leadership.

Requirements

• 5+ years of experience in program management, operations, or customer experience roles, preferably in a B2B or scaled service environment.
• Proven success in managing and scaling cross-functional programs.
• Strong analytical and data storytelling skills; ability to derive insights and drive action from large data sets.
• Experience developing frameworks to measure program success and linking outcomes to business KPIs.
• Exceptional communication, stakeholder management, and organizational skills.
• Strong proficiency in project management tools (e.g., Notion, Asana, Jira, Smartsheet) and data tools (e.g., Excel, Looker, Tableau).
• Based in Boston or Austin with ability to be in-office 3 days per week.