Digital Success Program Manager

Program & Project Management:

• Manage program scope, timelines, resources, and cross-functional dependencies.
• Establish governance frameworks, KPIs, and reporting mechanisms to measure program performance.
• Partner with cross-functional stakeholders to align initiatives with organizational OKRs.

Operational & Escalation Management:

• Oversee the customer escalation program across the Digital & Scaled CS segments.
• Maintain reporting on escalation trends, root causes, and follow-up actions.
• Serve as a liaison between Support Operations, Product, and CS leadership.

Digital Initiative Execution:

• Drive execution of digital-first initiatives such as playbook automation.
• Track and report key milestones, adoption rates, and ROI for digital programs.
• Collaborate with Analytics and RevOps to tie digital outcomes to customer health and retention metrics.