Customer Experience Program Manager

About UsEvery small business journey is different, filled with its own twists and turns. Mineral is with them every step of the way, taking the guesswork out of HR and compliance so that they’re always ready for whatever lies ahead.
Our innovative platform is a one-stop resource for small businesses, filled with everything they need to tackle even the trickiest workplace issues with confidence.  
Humble brag alert: Mineral has been consistently recognized for our award-winning culture, and we’re especially proud of our 2022 Great Places to Work certification. Simply put, Mineral is a place where people want to be, which could explain why we’ve also been ranked among the nation’s fastest-growing private companies. 
As a company, Mineral is also made up of incredibly diverse, vibrant individuals, working together for the greater good.  We’re here to help our clients build healthy, thriving organizations, and we’re looking for some like-minded people to help us do it.
The Customer Experience (CX) Program Manager oversees various projects and programs to drive positive experience for our Partners and Clients.  Creating success in existing programs while also working to launch new programs will be paramount for this role.  From internal and external conversations, the CX Program Manager will identify opportunities for the business to hear from our customers, share learnings and insights, and build programs and/or launch initiatives to solve our customers’ biggest problems. You will be responsible for creating metrics and managing goals and objectives for success of the program(s) and Mineral at large. 

You Will:

• Lead established CX programs such as customer feedback collection, our internal council, or journey mapping 
• Launch new programs to further engage customers such as customer interviews, journey mapping, product usage studies, and/or onsite/virtual events 
• Set strategic direction of CX programs to add value for internal and external stakeholders 
• Work closely with data teams to identify insights from customer feedback 
• Define and execute on strategies that help optimize and improve experiences across the entire customer journey 
• Engage stakeholders across Mineral to participate in and support CX programs 
• Develop, measure, and report out on success metrics to ensure we are meeting the ROI for each program 
• Enable teams at Mineral to make decisions based on the feedback and data you provide them 
• Drive more customer-centric thought and mentality across the business 
• Perform other duties as assigned 

You Have:

• 5-8 years related work experience as a program manager or similar role 
• Strong customer management and negotiation skills 
• Proven ability to operate strategically to enable change throughout the organization 
• Strong process management and ability to drive initiative forward 
• Proven ability to interpret and analyze data using statistical techniques to support storytelling with data 
• Excellent written and verbal skills 
• Proficient in MS Office 
• Previous experience in presenting to an executive level audience 
• Proven problem-solving and critical thinking skills 
• Ability to make decisions and have an entrepreneurial approach to your work 
• Bachelor's degree or equivalent combination of education and experience 

Compensation Range  
At Mineral, our compensation philosophy and practices are aligned with our commitment to pay equity and transparency. We determine total compensation packages with an intentional analysis of a candidate’s skills, experience, qualifications, and job-related competencies, and consideration of internal equity.  
In order to offer competitive, market-based pay, our pay ranges are informed by geographic location.   Hiring Range: Geo G–(Examples: San Francisco, CA; Los Angeles, CA; New York City, NY; Chicago, IL; Seattle, WA): $117,900 - $131,000 Geo E–(Examples: Portland, OR; Austin, TX; Charlotte, NC; Denver, CO): $103,770 - $115,300 Geo M–(Examples: Milwaukee, WI; Orlando, FL; Nashville, TN; San Antonio, TX): $94,320 - $104,800  We believe that meaningful total compensation also includes competitive benefits offerings that support the well-being of every Mineralist. In addition to the hiring range, this position is eligible for annual corporate bonus and our benefits offerings.
Benefits and PerksGenerous Medical, Dental, and Vision Insurance Coverage401k + Company MatchFlexible Vacation + Paid Sick Time + Company HolidaysCorporate Bonus ProgramPaid Family LeaveLifestyle Spending AccountPet InsuranceOther market competitive perks and benefits Equal opportunities, accessibility for allMineral values diversity and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mineral are considered without regard to race,