Program Manager, Experience

This is a Fully Remote Job About Our Client:The organization operates in the education sector, addressing the opportunity gap and emerging talent needs in society by preparing learners for careers influenced by ongoing technological change. It focuses on innovative programs, relevant partnerships, and dedicated support to empower students to improve their lives, communities, and workplaces. About the Opportunity:The PROGRAM MANAGER, EXPERIENCE is responsible for leading the optimization and standardization of business processes and enterprise applications to enhance interactions and satisfaction for students and customers. This role drives customer experience initiatives by collaborating with cross-functional teams to improve the customer journey, optimize touchpoints, and increase customer satisfaction and loyalty. Responsibilities:Develop and implement strategic plans to optimize the student experience aligned with organizational goals.Lead creation of a comprehensive customer experience strategy.Identify opportunities to improve the customer journey and define project goals and success metrics.Drive accountability across teams during project lifecycles.Lead continuous improvement initiatives for student-facing processes.Collaborate with teams to implement enhancements supporting organizational objectives.Ensure change management processes support adoption and continuous improvement.Engage stakeholders to understand needs and foster strong partnerships.Facilitate sponsorship briefings, progress updates, and idea generation.Develop customer journey maps and personas to guide initiatives.Analyze end-to-end processes to identify pain points and improvement opportunities.Use customer feedback and data to inform decisions and prioritize initiatives.Measure effectiveness of initiatives using data and analytics. Requirements:Bachelor's degree, preferably in Business, Product/Marketing, Psychology, or UX Design.Minimum 8 years of experience, including at least 2 years in customer service, product development, business process analysis, or similar roles focused on optimizing processes or enterprise applications.Knowledge of customer experience best practices and trends.Strong understanding of enterprise applications such as CRM, websites, customer support portals, call center operations, self-service technologies, automation, and digital support platforms.Exceptional analytical and problem-solving skills.Excellent communication and interpersonal skills.Proven ability to facilitate discussions on end-to-end processes.Project management experience with a results focus.Familiarity with student experience measurement tools. Pay Range and Compensation Package:This position is eligible for an annual incentive bonus.The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Benefits & Perks:401(k) with up to 6% company match.Tuition assistance and career development opportunities.Remote and hybrid work options.Comprehensive health coverage including medical, dental, vision, and mental health.FSA/HSA options, disability and life insurance. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.