Global Program Manager

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing. 

Global Program Manager - Customer Programs

Why We Have This Role

Early feedback from customers is crucial to the success of software solutions and ultimately, of our business.  We are committed to investing in programs that enable our product development teams to engage with customers early in the development cycle to get input and feedback. As the Program Manager for Customer Programs, you'll be the driving force behind our early stage product development customer feedback initiatives. You'll be responsible for planning, executing, and managing co-innovation and early feedback programs, from initial concept to product release, ensuring a smooth and friendly customer experience for internal and external stakeholders. You'll work closely with product, engineering, partners, and product marketing teams to gather feedback, identify issues, and iterate on the program based on key measures. 

How You’ll Find Success

• You enjoy creating new programs and systems and enabling others to increase their efficiency.  
• You are a self-starter who can identify process improvements, relevant metrics and help facilitate program management and communication across a variety of stakeholders.
• You are organized and enjoy juggling multiple priorities at once.  
• Extremely organized and able to juggle multiple priorities at once
• Able to work with internal and external stakeholders across all levels
• Highly communicative with internal and external stakeholders to build engagement and trust
• Able to work with internal and external stakeholders across all levels

How You’ll Grow

• You will be responsible for the success of our early stage feedback programs, interacting with stakeholders and leaders across Product, UX, Engineering and Marketing.   
• You will gain exposure to frontline teams and Customers.  
• You will use tools spanning the lifecycle of product development and become an expert at building and managing early feedback programs.
• Gain exposure to work performed by Data Science & Analytics, Methods & Practice, and Engineering Operations
• People in this role can grow to lead Product Experience teams and functions

Things You’ll Do

• Lead and track operational programs to successful completion, within the Customer Programs group of Product Operations.
• Program Planning & Execution: Develop and execute comprehensive co-innovation program plans, including scope, timelines, and resources.
• Early Feedback Program Management: Manage the program lifecycle for feedback, including recruiting participants, managing expectations, onboarding, and managing feedback.
• User Feedback Collection & Analysis: Collect, analyze, and synthesize user feedback from early feedback participants to inform product development decisions.  While the Product Manager is primarily responsible for data analysis, the Customer Programs Manager should have a high level view of the results from our programs and make data available to stakeholders.
• Issue Tracking & Resolution Enablement:  Facilitate the prioritization, tracking, and resolution of issues identified during the software feedback cycle, working closely with product and engineering teams.
• Communication & Collaboration: You will serve as the primary point of contact for early feedback participants, providing clear communication and support. You will also work with our customer advisory board (CAB) and our field teams.
• Stakeholder Management:  Collaborate with product, engineering, and marketing teams to ensure alignment and successful program execution. This includes building customer engagement and loyalty through the program.  You will creatively manage incentives for participation.
• Metrics & Reporting:  Track key program metrics and provide regular reports to stakeholders on program progress and results.
• Iterative Improvement:  Continuously identify opportunities to improve the program and the customer experience. 

What We’re Looking For On Your Resume

• 5+ years of experience in program management, with a strong focus on customer facing, technical feedback collection and at least 3+ years of software experience, preferably in SaaS.
• Experience with software testing tools and platforms, as well as issue tracking systems.
• Exceptional communication and interpersonal skills, with the ability to effectively communicate with both technical and non-technical audiences.  You have experience working with Product Managers and with customers. You have experience building and maintaining relationships with senior stakeholders and executives.  Public speaking skills are a plus.
• Strong analytical skills, with the ability to identify trends, patterns, and insights from user feedback.
• Proven ability to identify and resolve complex problems in a fast-paced environment.
• Track record of leading through influence in matrix organizations and motivating cross-functional teams.
• Experience with Agile, Scrum, or other project management methodologies.
• You are creative and customer focused
• Program management training
• Service mentality
• Experience with specific industries or technologies relevant to Qualtrics and our products.
• Experience with user research and usability testing.
• Experience with data analysis and reporting tools. 

What You Should Know About This Team

• Qualtrics Product Operations Team is responsible for running all customer engagement, feedback and experience insights programs and systems across the Product Development Lifecycle.  
• Product Managers across all Product Units depend on us to recruit customers for early development and beta programs.  
• We manage and run advisory boards and deliver product insights.  
• We are responsible for working with the Product teams to bring the most strategic and exciting product innovations to our customers and ensure ongoing feedback to continuously improve our software and our systems.

Our Team’s Favorite Perks and Benefits

• We love the Qualtrics supplied $1800 Experience Bonus.  
• Qualtrics believes in sharing the success with a portion of compensation that is metered based on company performance.  We have a quarterly Wellness Reimbursement.
• Learning and Development: All team members are encouraged to devote 10% of their time to personal learning and development.
• The satisfaction of empowering large networks through technology.
• The opportunity to work with a diverse range of influential brands.
• A role that encourages personal growth and initiative within a growing business area.
• In office events are hosted to celebrate holidays and special occasions (plus we have lunch provided daily!).  We are based in Seattle - with most of our Product, UX and Engineering teams - making it easy and fun to develop relationships with key stakeholders.

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

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