Customer Experience Program Manager

As a Customer Experience Program Manager at Reality Labs' Customer Experience (CX) team, you will be a key contributor to a global team dedicated to harnessing the power of customer feedback and insights throughout the entire customer journey. Your efforts will directly drive significant improvements in customer experience and foster business growth. In this role, you will play a crucial part in developing and implementing strategies for collecting customer experience intelligence, including surveys and various other feedback mechanisms. You will be instrumental in driving customer-centric improvements across the organization. As a CX/VoC subject matter expert, your commitment to customer centricity, combined with your technical and functional expertise, will be essential in executing and advancing our strategic goals. You will be responsible for the management, implementation, and delivery of solutions, projects, and capabilities within our team's portfolio.


Define implementation strategies and collaborate with cross-functional teams to ensure timely and successful launch of projects Track the progress of the projects and coordinate the efforts across the teams, while coordinating with stakeholders to ensure project deliverables meet their needs and expectations Drive key strategic efforts in collecting customer feedback, deriving customer understanding, and enabling close-the-loop actions through Voice-of-Customer (VoC) surveys and other solutions Leverage technical expertise to define the technical program or platform strategy, and build a plan with technical dependencies Collaborate with cross-functional teams to design and implement CX initiatives, including process improvements, technology enhancements, and enabling data foundations Translate complex technical details into simple-to-understand communications and Business Requirement Documents (BRDs) Develop surveys and research initiatives for new listening touchpoints and improve existing survey programs to inform business decisions Develop journey maps to visualize the customer experience and identify pain points and opportunities


4+ years of experience in Customer Experience or Voice-of-Customer program/project management, customer success, or related roles Proven experience of working independently and proactively, implementing Customer Experience projects and supporting internal and external stakeholders Experience managing multiple projects, including a demonstrated understanding of project management methodologies and tools Proficiency in Customer Experience Management platforms (e.g., Medallia, Qualtrics) Demonstrated experience in designing and implementing customer feedback solutions, including VoC/CX surveys In-depth understanding of CX and VoC best practices and key metrics (e.g., NPS, CSAT, CES) Experience in building and conducting journey maps Degree in Management, Business, Marketing, Economics, or a related field of study Experience working with Medallia solutions Experience working in a global CX team focused on the entire customer journey Project management experience or certification Customer experience management certifications