Senior Program Manager - Customer Experience at RingCentral

Denver, Colorado, United States

Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Customer Experience, SaaSIndustries

8+ years of program/project management experience, preferably in customer experience, operations, or technology transformation
Proven track record of leading complex, cross-functional initiatives that required organizational change management
Executive presence with exceptional communication skills—comfortable presenting to C-suite and Board audiences
Strategic thinker who can connect operational improvements to business outcomes and financial impact
Strong business judgment for prioritizing competing demands and making trade-off decisions with incomplete information
Demonstrated ability to challenge constructively and influence without direct authority
Experience with process optimization methodologies (Lean, Six Sigma, Agile) and program management frameworks
Data-driven decision maker with ability to synthesize insights from multiple sources
Natural collaborator who builds trust across organizational boundaries while maintaining healthy tension on standards and priorities
PMP, Lean Six Sigma, or similar certification preferred but not required
Experience building programs from ambiguous mandates into structured, executable plans
Comfortable with process details and articulating strategic vision
Courage to surface uncomfortable truths and diplomacy to drive change without burning bridges
Measures success by outcomes, not activity

Drive Strategic Prioritization: Evaluate incoming process optimization opportunities across the customer journey, assess business impact, and build an executable roadmap aligned to company objectives
Challenge the Status Quo: Question legacy processes, identify systemic inefficiencies, and advocate for transformational change—even when it requires difficult organizational shifts
Execute With Precision: Own end-to-end program delivery, from problem definition through solution implementation and measurement of business outcomes
Lead Cross-Functional Collaboration: Partner with Engineering, Product, Operations, Sales, Support and Enablement leadership to secure resources, align priorities, and drive adoption of new processes
Present to Executive Audiences: Deliver compelling narratives to executives, translating complex operational issues into strategic business impact and ROI
Build and Develop Team: Hire, mentor, and lead Business Process Engineers and program analysts, creating a high-performing team culture
Measure and Communicate Impact: Define KPIs, track improvements in NPS and operational metrics, and report progress with transparency and accountability