Customer Experience Program Management Manager

Emerson; India; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Emerson is seeking a senior leader to champion Program and Project Management across Customer Operations. You will coach experienced PMs, guide cross-functional leaders, and own strategic programs, ensuring delivery cadence, governance, and data-driven decision making.

You will coordinate input from Supply Chain, Global Operations, Marketing, Sales, Finance, and business units to drive improvements and automation aligned with CX priorities, while tracking KPIs and fostering a high-performing

Qualifications

• Bachelor's degree or equivalent in business, operations, engineering, information systems, or related field.
• Extensive experience in program or project management, customer operations, supply chain, or process improvement in cross-functional or global environments.
• Proven leadership, coaching, and performance management of senior professionals.
• Track record delivering large, complex initiatives with measurable business impact.
• Strong stakeholder management and executive communication skills.
• Proficiency with data analysis tools and KPIs to drive decisions.

Responsibilities

• Lead and develop a team of experienced Program and Project Managers, setting delivery standards and growth plans.
• Guide functional project leaders to improve delivery capability and consistency.
• Own the Customer Operations portfolio and strategic programs, staying engaged in execution.
• Establish governance, prioritization, cadence, and resource allocation aligned with business needs.
• Manage end-to-end delivery of cross-functional initiatives from intake through execution and handoff.
• Define goals, scope, timelines, and resources for programs.

Skills

Leadership

Stakeholder management

Data analysis

Cross-functional collaboration

Risk management

Change leadership

Executive communication

Education

Bachelor's degree in related field

Tools

Excel

Power BI

MS Project

Job description

Job Description:

In This Role, Your Responsibilities Will Be:

• Lead, coach, and develop a team of experienced Program and Project Managers, setting clear expectations, delivery standards, and growth plans.
• Support and guide functional project leaders, enhancing overall delivery capability and consistency across the organization.
• Own the Customer Operations portfolio and selected strategic programs, remaining actively engaged in execution.
• Establish and maintain governance, prioritization frameworks, delivery cadence, and resource allocation aligned with business needs.
• Manage end-to-end delivery of cross-functional initiatives, from intake through execution, stabilization, and handoff.
• Define goals, success metrics, scope, timelines, and resource requirements for programs.
• Coordinate the annual Customer Experience planning cycle, integrating inputs from Supply Chain, Global Operations, Marketing, Sales, Finance, and business units.
• Track progress, risks, and dependencies, ensuring timely escalation and resolution.
• Drive alignment on delivery communication processes and supply chain workflows to improve on-time delivery and customer satisfaction.
• Partner with stakeholders across functions to support process improvements and automation initiatives aligned with business goals.
• Contribute to business and technology roadmaps that support CX priorities.
• Monitor key performance indicators such as customer satisfaction, on-time delivery, forecast accuracy, and productivity.
• Develop insights and recommend continuous improvement opportunities.
• Ensure strong process controls and data integrity across customer operations workflows.
• Facilitate cross-functional collaboration sessions and provide clear, decision-ready communications to stakeholders and leadership.

Who You Are:

You build strong, trusting relationships and work collaboratively across functions to achieve shared objectives. You communicate a compelling vision and translate complex ideas into clear, actionable plans for diverse audiences. You take accountability for outcomes, even in ambiguous situations, and consistently make sound, informed decisions. You develop others by providing coaching, feedback, and opportunities for growth, fostering a high-performing and inclusive team environment.

For This Role, You Will Need:

• A bachelor’s degree or equivalent experience in business, operations, engineering, information systems, or a related field.
• Extensive experience in program or project management, customer operations, supply chain, or process improvement within cross-functional or global environments.
• Proven leadership experience, including coaching and developing experienced professionals and managing performance.
• Demonstrated success delivering large, complex initiatives with measurable business impact and user adoption.
• Strong stakeholder management and executive communication skills, with the ability to navigate ambiguity and align diverse perspectives.
• Proficiency in data analysis tools such as Excel and Power BI, with experience using operational KPIs to drive decisions.
• Experience working across functions including Marketing, Sales, Supply Chain, Finance, Business Units, and IT.
• Solid foundation in project management practices, including risk management, dependency tracking, and structured decision-making, along with change leadership capabilities.

Preferred Qualifications That Set You Apart:

• Certifications in Lean, Six Sigma, PMP, or similar methodologies.
• Experience leading teams or portfolios in global or matrixed organizations.
• Background in designing governance models, methodologies, and communication frameworks for enterprise programs.
• Hands-on experience with S&OP, demand planning, delivery communication, or customer satisfaction improvement initiatives.
• Experience building process controls and quality assurance mechanisms to ensure data accuracy and operational consistency.

Our Culture & Commitment to You:

At Emerson, we are committed to fostering an inclusive, supportive, and collaborative workplace where everyone can grow and succeed. We value diverse perspectives and encourage innovation, continuous learning, and personal development.

We prioritize well-being, flexibility, and work-life balance, empowering our employees to make a meaningful impact while building fulfilling careers. Our culture is grounded in respect, integrity, and a shared commitment to excellence.

WHY EMERSON

Our Commitment to Our People

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.

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ABOUT EMERSON

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team — let’s go!