Strategic Program Manager, CX Operations

About Remote

Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance. Check out remote.com/how-it-works to learn more or if you’re interested in adding to the mission, scroll down to apply now.

Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.

All of our positions are fully remote. You do not have to relocate to join us!

What this job can offer you

Remote is experiencing rapid growth, and we are seeking a strategic leader to accelerate our momentum. As the Strategic Program Manager - CX Operations, you will play a pivotal role in driving and shaping the long-term success of our Customer Experience (CX) organisation. This is more than your traditional program manager role—you will lead our largest and most impactful projects, align cross-functional teams, and drive strategic initiatives that will directly influence the future of CX at Remote. You will have a seat at the Senior Leadership CX table, contributing to high-level decision-making and driving the business forward by identifying and removing internal friction.

What you bring

• Extensive Relevant work experience in program management, customer experience, or strategic leadership, with a strong track record of managing large-scale, cross-functional projects.
• Experience working in a senior program management or strategic leadership role, ideally within customer experience or operations.
• Strong writing and communication skills that allow you to convey complex ideas clearly and effectively to diverse audiences, including executives, peers, and team members.
• The ability to work autonomously and take full ownership of projects without the need for oversight, demonstrating a high degree of self-motivation and independence.
• Excellent prioritisation and program management skills, with a high level of conscientiousness and attention to detail, ensuring that projects are delivered on time and to a high standard.
• Skilled at managing relationships at all levels of seniority, from executives at large enterprises to peers and cross-functional teams at Remote.
• A focus on driving outcomes and measuring the success of strategic initiatives and customer advocacy programs.
• A passion for remote work and a global outlook, with a deep understanding of the challenges and opportunities of working in a distributed environment.

Key Responsibilities 

• Strategic Leadership: Lead the definition, prioritisation, and optimisation of key initiatives within the CX organisation, ensuring alignment with company-wide goals and cross-functional operations.
• Program Management: Oversee the planning, execution, and successful delivery of our largest and most complex projects, ensuring that timelines, budgets, and quality standards are met.
• Cross-Functional Collaboration: Drive collaboration across operations teams, breaking down silos, and fostering a culture of alignment and shared objectives.
• Stakeholder Management: Build and maintain strong relationships with senior leaders and key stakeholders, driving consensus and ensuring that all voices are heard in the decision-making process.
• Innovation and Continuous Improvement: Identify and implement innovative approaches to enhance the customer experience, leveraging data and insights to drive continuous improvement.
• Change Management: Lead change management efforts, ensuring smooth adoption of new processes, tools, and practices across the CX organisation.
• Thought Leadership: Serve as a thought leader within the CX team, providing strategic insights and guidance on long-term planning and the future direction of the organisation.
• Metrics-Driven Success: Define, track, and report on key success metrics for all major programs, ensuring alignment with company-wide objectives and continuous performance improvement.
• Mentorship: Mentor and