Specialist, Customer Experience Programs

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Summary: 

The specialist level Program Manager will own, develop, and execute all CXM owned paying customer email programs. This role ensures email coordination, alignment with customer success objectives, and effective delivery to enhance customer experience. They will orchestrate the end-to-end email campaign process, from content review and stakeholder approvals to deployment and performance analysis, working cross-functionally with Product, Marketing, Customer Success, and Support teams. This manager will ensure all communications are on-brand, compliant, and optimized for engagement, driving improved customer outcomes and retention, while maintaining consistent, impactful customer touchpoints across email and other channels.

This role will also manage various flexible projects as needed.This multifaceted role extends beyond its primary responsibilities to encompass the management of diverse projects. These projects, often varying in scope and nature, will be assigned on an ad-hoc basis, requiring a proactive and adaptable approach to ensure their successful execution. The individual in this position will be expected to seamlessly integrate these additional duties into their existing workload, demonstrating strong organizational skills and the ability to prioritize effectively.

What You'll Do:

• Manage Customer Email Programs:
  
  
• Develop and execute customer-facing email programs, applying communication best practices and optimization techniques to increase engagement.
• Drive customers to the most relevant training, learning, and enablement resources for their particular situation, in the most appropriate communication channel.
• Maintain a master inventory of all CS&S customer-facing communication assets.
• Partner with Lifecycle to report out results of CS&S comms engagement and outcomes on a regular basis; host regular comms review sessions with the team.
• Ensure updates of live communication assets when elements change.
• Maintain a research library of insights on how our customers like to communicate with us and digest information, applying those insights to communication assets and programs.
• Ensure continuity of content/copy from in-product to outside-product experiences in partnership with Journey Managers, Product Management, and Product Design.
• Identify communications that need to be retired or overhauled.
• Obtain and record proper approvals (e.g., legal, CS&S leadership) prior to launches of customer communications.

• Flexible Project Management:
  
  
• Lead or support a variety of cross-functional CX projects from initiation to completion
• Develop and manage project plans and timelines.
• Facilitate effective communication and collaboration among project stakeholders.
• Identify and mitigate potential risks and roadblocks, escalating issues as needed.
• Track project progress, provide regular updates, and ensure projects are delivered on time and within scope.

What You'll Bring:

• Experience:
• 1-3+ years of experience in program management, project management, or a similar role, with a strong focus on customer-facing communications or marketing operations.
• Proven experience managing email marketing campaigns from strategy to execution, preferably within a B2B or B2C SaaS environment.
• Demonstrated ability to manage multiple projects simultaneously in a fast-paced environment.
• Skills:
• Excellent written and verbal communication skills with a keen eye for detail and strong editorial judgment.
• Proficiency with email marketing platforms/ESPs (e.g., Hubspot, Klaviyo, Braze, Mailchimp, etc.).
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Exceptional organizational and time management skills.
• Ability to build strong relationships and influence stakeholders at all levels.
• Proficiency with project management tools (e.g., Asana, Jira, Trello, Monday.com, Smartsheet). [Specify if you ha