AI-Driven CX Transformation Program Lead

Copado

New Orleans (LA)

On-site

USD 120,000 - 160,000

Full time

4 days ago

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Benefits offered by this job

Competitive salary and bonuses

Health, dental, vision insurance

401(k) Plan

Paid Time Off

Wellness Perks

Job summary

Copado is seeking a Customer Experience Program Manager to lead the strategic evolution of our CTX OS, reporting to the VP CX Transformation. The role drives high-impact, cross-functional programs to modernize how Copado engages with customers and enables them across multi-cloud environments.

You will own the program pillars: Support Omnichannel AI Front Door, Customer Transformation Communications, and the ChurnZero Operating Layer, turning customer signals into proactive success motions and

Qualifications

5+ years in technical or program management within enterprise SaaS.
Proven ability to lead cross-functional initiatives with global stakeholders.
Strong data-driven analytics translating telemetry into business metrics.
Excellent executive communication and stakeholder reporting.
Proven process discipline with milestone tracking and weekly cadences.

Responsibilities

Lead CX programs and track delivery of core CX OS programs.
Collaborate with CS Operations, Marketing, and Support to align priorities.
Manage Customer Transformation Communications programs and events.
Assist AI governance and ensure safe AI agent operations with proper human approvals.
Coordinate workflows among CX Transformation, Global Support, CS, and Technical Excellence teams.
Track KPIs with data engineers and demonstrate value through playbooks.