Senior CX Program Manager

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, SaaSIndustries

Requirements

Candidates must have 8+ years of experience in release management, project management, or VOC program management within Customer Experience teams. Direct experience with CX and VoC platforms like Jira, Confluence, Gainsight, or Zendesk is required, along with a strong understanding of customer experience principles and a customer-centric approach. Excellent communication, problem-solving, and organizational skills are essential. Proficiency in release management tools and knowledge of Agile and Product Lifecycle Management (PLM) practices are imperative. Applicants must be authorized to work in the United States.

Responsibilities

The Senior CX Program Manager will collaborate with product, engineering, UX design, and marketing teams to plan customer-centric product releases. They will lead the end-to-end CX feature release process, manage scheduling, communication, and coordination to minimize disruptions, and identify and mitigate release-related risks. Responsibilities include developing and implementing communication plans for internal and external partners, maintaining release notes, monitoring performance, and suggesting data-driven improvements. The role also involves developing and implementing multi-channel Voice of the Customer (VOC) strategies to capture and prioritize feature requests, identifying improvement areas, analyzing data, and presenting recommendations to align with customer-centric goals.

Skills

Customer Experience

Program Management

Product Release Management

Cross-functional Collaboration

Risk Mitigation

Communication Planning

Data-driven Decision Making

Voice of the Customer (VOC)

UX Design

Product Marketing

Customer Retention

Calendly

Automates scheduling for individuals and businesses

About Calendly

Calendly simplifies scheduling for individuals and businesses by providing a platform that automates the process of setting up meetings and appointments. It integrates with popular calendar systems like Google Calendar, Outlook, and iCloud to ensure users can manage their time efficiently and avoid double-booking. Unlike many competitors, Calendly offers a subscription-based model with a free basic version and several premium plans that include advanced features such as team scheduling and custom branding. This tiered pricing approach allows users to start for free and upgrade as they see the value in additional functionalities. The goal of Calendly is to enhance productivity by reducing the back-and-forth communication typically involved in scheduling meetings.

Atlanta, GeorgiaHeadquarters

2013Year Founded

$341MTotal Funding

SERIES_BCompany Stage

Consumer Software, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Competitive pay

Quarterly bonus

Team member equity

Home office setup

Technology stipend

Pick your own perk stipend

Flexible Time Off

Vacation stipend

Parental leave

Medical, dental, & vision coverage

Fun community events

401k company match

Risks

Increased competition from AI-powered tools like Kalendar.AI threatens Calendly's market share.

Recent 13% workforce reduction may impact innovation and service levels at Calendly.

New CTO appointment could lead to strategic shifts misaligned with customer expectations.

Differentiation

Calendly offers seamless integration with major calendar systems like Google, Outlook, and iCloud.

The platform provides customizable scheduling solutions with features like custom branding and APIs.

Calendly's subscription model includes a free version, encouraging upgrades to premium plans.

Upsides

The rise of hybrid work models increases demand for efficient scheduling solutions like Calendly.

Global scheduling software market projected to grow at 13.1% CAGR from 2023 to 2028.

Increased demand for remote work tools boosts usage of scheduling software by 30% in 2023.

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