Job Description
One of Palo Alto Labs (PAL)'s large enterprise customers, a $1Bn+ financial software and tax technology company, is hiring a Lead Program Manager, CX Transformation, to help drive enterprise‑wide improvements in customer experience and service delivery.
The organization operates in a highly regulated, data‑intensive environment and serves customers across multiple industries. As the company continues to scale its AI‑enabled operating model, there is a strong focus on improving customer satisfaction, retention, and operational efficiency.
The customer journeys that matter most, including onboarding, product usage, support interactions, service delivery, and digital self‑service, span Product, Engineering, Customer Support, Content, Data, and Customer Experience teams. While customer data and signals are increasing, execution across these areas is not always consistent. Programs often slow down due to cross‑functional complexity, unclear ownership, and difficulty turning insight into scalable action.
This role exists to close that gap.
The Lead Program Manager, CX Transformation, is responsible for turning enterprise CX priorities into clear, coordinated execution. The role owns the design, sequencing, and delivery of large cross‑functional programs, including GenAI‑enabled self‑service, unified service delivery, predictive customer engagement, and customer onboarding.
This is a senior role that operates in a fast‑moving, ambiguous environment. Success requires strong executive presence, comfort working across functions, and full accountability for outcomes.
Why This Role Matters for the Organization
Business Impact
This role helps the organization improve customer retention, satisfaction, and operational efficiency by defining CX initiatives, sequencing them, and delivering them end-to-end. It reduces fragmentation by aligning teams around shared goals, priorities, and execution plans.
Customer Impact
This role improves critical customer journeys across onboarding, support, and self‑service. The focus is on reducing customer effort, improving consistency, and ensuring that customer insights lead to real, implemented improvements rather than isolated initiatives.
Organizational Impact
This role brings structure and clarity to complex, cross‑functional work. It strengthens execution across Product, Engineering, and Customer teams by raising expectations around ownership, accountability, and delivery as processes and data continue to evolve.
A strong performer in this role helps the organization improve execution discipline and deliver measurable results across customer experience programs.
Key Responsibilities
Own Enterprise CX Transformation Programs
Lead large CX transformation programs across GenAI self‑service, unified service delivery, predictive customer engagement, and customer onboarding. Define program scope, success metrics, use cases, and sequencing based on customer and business outcomes. Drive execution through implementation and results realization.
Accountability: End‑to‑end ownership of program delivery and outcomes.
Drive Cross‑Functional Execution
Align Product, Engineering, Customer Support, Content, Data, and UX teams around shared program goals. Establish clear accountability, manage trade-offs, and maintain momentum while preventing duplicate or disconnected efforts.
Accountability: Cross‑functional alignment and delivery.
Translate Insight into Action
Convert voice-of-customer data, operational metrics, and research into clearly defined use cases and program requirements. Prioritize initiatives based on customer impact and business value, with a focus on addressing the root causes of friction.
Accountability: Program definition and prioritization.
Create Structure in Ambiguous Environments
Bring clarity to decision‑making, ownership, and execution where it does not already exist. Identify gaps in process, data, or coordination and work across teams to close them so programs can scale effectively.
Accountability: Advancing programs despite organizational complexity.
Measure and Communicate Impact
Define and track KPIs related to customer satisfaction, retention, customer effort, service quality, and operational efficiency. Communicate progress, risks, and outcomes clearly to senior leaders through concise, outcome‑focused narratives.
Accountability: Program performance visibility and reporting.
What Success Looks Like
In the First 12 Months
Enterprise CX programs are launched across self‑service, service delivery, predictive engagement, and onboarding. Clear program structures and sequencing are established across Product, Engineering, and Customer teams. Customer insight is translated into executable plans. Measurable improvements are visible in customer effort, experience quality, and operational efficiency.
Beyond 12 Months
Sustained impact on customer retention and efficiency. Stronger cross‑functional execution with reduced fragmentation. A consistent pipeline of well‑defined, customer‑driven CX initiatives that scale across the organization.
AI Expectations
The organization operates with an AI‑first mindset, and this role will actively embed AI into CX transformation programs.
The Lead Program Manager identifies where AI can meaningfully improve scale, responsiveness, and efficiency, particularly across self‑service, support, and customer engagement. We design programs that incorporate automation, predictive insight, and intelligent workflows in close partnership with Product, Engineering, and Data teams.
AI is applied deliberately to reduce customer effort and drive measurable business outcomes, not as surface‑level automation.
Requirements
- Bachelor’s degree in Business, Engineering, Computer Science, or a related field, or equivalent practical experience
- experience
- 10+ years of experience leading enterprise programs, transformation initiatives, or strategic delivery in SaaS or cloud environments
- Proven experience leading complex, cross-functional initiatives spanning Product, Engineering, and customer-facing teams
- Demonstrated executive presence with the ability to influence VP-level stakeholders and drive alignment
- Experience operating in high-ambiguity, fast-moving environments with the ability to create clarity and structure
- Strong ability to define use cases, structure programs, and drive execution from concept through measurable outcomes
- Experience translating customer insight and operational data into actionable program requirements
- Strong analytical capabilities with experience developing program insights, reporting, and executive narratives
- Familiarity with CX metrics and frameworks (e.g., NPS, CSAT, CES, journey health)
- Experience with AI or digital customer experience capabilities preferred
Pay: $170,000.00 - $185,000.00 per year
Work Location: Remote
