Senior Program Manager, Customer Experience

Position at Confluent IncWith Confluent, organizations can harness the full power of continuously flowing data to innovate and win in the modern digital world. We have a purpose that drives us to do better every day – we're creating an entirely new category within data infrastructure - data streaming. This technology will allow every organization to create experiences and use the power of data in ways that profoundly impact the way we all live. This impact is our purpose and drives us to do better every day.One Confluent. One team. One Data Streaming Platform.Data Connects Us.About the Role:Confluent is growing at an incredible rate, with a large amount of growth taking place within our Customer Solutions organization. We are seeking a Program Manager to join our CX Operations team, focused on guiding our CX systems strategy, working with other teams to define and execute an overall CSG systems roadmap. You will have an opportunity to work cross-functionally throughout our organization on various projects and be a champion driving projects involving system and process improvements for the Customer Solutions organization, including interfacing with other teams managing customer-facing systems within Confluent. For this role, an organized, innovative, proactive, problem-solving mindset with attention to detail is imperative.What You Will Do:• Manage systems-related initiatives with internal end users and cross-functional teams to incubate new initiatives aimed at reducing friction within the Customer Solutions organization• Own ongoing systems initiatives within CSG CX Operations, ensuring business requirements are well-understood and documented and align to CSG & company systems strategies• Design, lead, and run regular cadence meetings with stakeholders, including coordination of CX Systems Steering & Operations meetings.• Participate in the New Product Introduction process, to evaluate the impact of new products on CX systems and processes• Lead efforts to scope, design, and execute strategic initiatives for the Customer Solutions organization, working to remove any operational or organizational barriers.• Continually look for and suggest ways to improve team and customer productivity, efficiency, and effectiveness via our CX systems.• Partner with counterparts in Product Management & Engineering to align CX systems with software-based product offerings• Collaborate with CX leaders to streamline customer interactions across systems, supporting the end-to-end customer journeys• Participate in Architecture Review Board (ARB) and Revenue Operations forums, to represent long-term CX systems strategy• Collaborate with Data Engineering to establish policies, best practices, and processes related management of data collected in the delivery of services to customersWhat You Will Bring:• 8+ years of Program Management experience• Strong project management and cross-functional collaboration skills• Demonstrated ability to lead through influence• Experience in a B2B or SaaS organization• Proactive and passionate, independently capable of seeking information, solving conceptual problems, corralling resources, and delivering results• Effective stakeholder management, across different functional teams• Positive work style, focus on getting things done, and a strong desire to learn and grow.What Gives You an Edge:• PMP Certification• Knowledge & demonstrated experience with Customer Success or Customer Support systems• Experience in Customer Success, Customer Experience, or Support OperationsCome As You AreAt Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.At Confluent, we are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including work history, education, professional experience, and location. This position has an annual estimated salary of $152,500 - $179,190, an annual bonus, and a competitive equity package. The actual pay may vary depending on your skills, qualifications, experience, and work location. In addition, Confluent offers a wide range of employee benefits. .