Senior IT Customer Experience Program Manager and Agile Coach

R10067176 Senior IT Customer Experience Program Manager and Agile Coach (Open)

Location:

Radnor, PA (Airgas HO) - Management

How will you CONTRIBUTE and GROW?

This senior-level position is responsible for evaluating, planning, and executing IT-related customer experience programs aimed at enhancing the customer journey, increasing satisfaction, and driving loyalty. The role requires extensive experience managing complex programs focused on customer-facing technologies and initiatives, along with a strong ability to coach and lead teams in Agile and Scrum methodologies to deliver high-quality results that positively impact the customer. This position is ideal for a seasoned IT professional with a proven track record in managing complex customer experience programs to successful outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Manage the entire customer experience program lifecycle, from initiation to closure, ensuring on-time and on-budget delivery with a primary focus on improving customer-centric metrics.

• Serve as the primary liaison between program stakeholders, including customer experience teams, marketing, sales, and IT development, to ensure alignment and success in delivering enhanced customer experiences.

• Develop, execute, monitor, and revise program plans, ensuring customer experience goals and objectives are central to all initiatives.

• Plan and facilitate project meetings, status updates, and Agile ceremonies within the programs, including sprint planning, daily stand-ups, sprint reviews, and retrospectives, with a constant focus on delivering value to the customer.

• Identify and resolve program-level issues, escalating to stakeholders as necessary, with a clear understanding of the potential impact on the customer experience.

• Determine program resource requirements, negotiate availability with relevant department heads, and allocate resources effectively to support customer experience initiatives.

• Lead, coach, and inspire project team members within the programs to deliver results while maintaining high levels of engagement and productivity, emphasizing the importance of a customer-first mindset.

• Provide Agile coaching to foster adoption of principles and best practices, ensuring a focus on iterative delivery, customer feedback integration, and rapid value realization for the customer.

• Work closely with stakeholders, including customer experience teams and end-users, to understand needs, pain points, and opportunities for improvement, translating these into strategic program initiatives.

• Maintain clear communication channels to address program progress, risks, and issues, with specific and proactive communication to customer-facing teams and relevant stakeholders.

• Manage program budgets, including monitoring costs and addressing variances, ensuring investments are aligned with customer experience strategy and deliver measurable returns.

• Facilitate the selection and implementation of technologies and tools that directly enhance the customer experience.

• Document and assess project change requests within the programs and implement necessary adjustments, always evaluating the potential impact on the customer journey and satisfaction.

• Prepare and deliver progress reports to stakeholders, ensuring transparency and accountability at the program level, clearly articulating the impact on key customer experience metrics.

• Identify interdependencies and potential conflicts between various customer experience projects within the program.

• Coordinate activities across multiple customer-focused projects to ensure cohesive and seamless customer experiences across all touchpoints.

• Develop and maintain program-level roadmaps and timelines specifically for customer experience initiatives.

• Facilitate program-level governance and decision-making processes, ensuring customer experience is the primary driver for strategic choices.

• Monitor and report on overall program health, including risks, issues, and dependencies, with a strong emphasis on potential impact to customer satisfaction and loyalty.

• Ensure alignment of customer experience programs with the overall business strategy and customer-centric vision of th