Customer Experience Program Manager

TRC Talent Solutions; Briley Township (MI); Remote; USD 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a Customer Experience Program Manager to enhance customer satisfaction and engagement. This role involves analyzing customer journeys, identifying pain points, and driving initiatives that impact multiple teams. You will design and implement programs tailored for the restaurant industry, ensuring a seamless experience for clients. Join a dynamic team in a fast-paced environment where your contributions will significantly impact customer loyalty and satisfaction. If you are passionate about improving customer experiences and thrive in a collaborative setting, this opportunity is perfect for you.

Qualifications

• 3+ years in customer experience or program management, preferably in restaurant or SaaS.
• Strong analytical skills with experience in CX metrics and tools.

Responsibilities

• Analyze customer journeys to improve satisfaction and loyalty.
• Design and implement CX programs for restaurant owners and staff.
• Collaborate with sales and product teams for a unified strategy.

Skills

Customer Experience Management

Program Management

Analytical Skills

Communication Skills

Problem-Solving

Relationship Building

Tools

Customer Feedback Tools

Job description

This range is provided by TRC Talent Solutions. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$100,000.00/yr - $125,000.00/yr

Additional compensation types

Annual Bonus

Recruiting Manager at TRC Talent Solutions

TRC's client has a remote, direct hire opportunity for a Customer Experience Project/Program Manager! Candidates must live near Atlanta or Boston!

This opportunity is with a leading Restaurant Solutions and Supply Chain company offering significant growth potential, great culture, benefits, etc.

Job Summary:

We are seeking a Customer Experience (CX) Program Manager to develop and execute strategies that drive customer satisfaction, engagement, and loyalty. This role is responsible for analyzing customer journeys, identifying pain points, and implementing programs that enhance the overall client experience. You will collaborate cross-functionally with sales, product, and support teams to ensure a seamless and high-impact customer experience.

Key Responsibilities:

1. Customer Journey Optimization: Analyze customer interactions and touchpoints to identify opportunities for improving satisfaction, retention, and loyalty.
2. Program Development: Design and implement CX programs that enhance the end-to-end customer experience, focusing on restaurant owners, operators, and staff.
3. Feedback & Insights: Gather and analyze customer feedback through surveys, NPS scores, and direct interactions, using insights to inform business decisions.
4. Cross-Functional Collaboration: Partner with sales, product, support, and marketing teams to ensure a unified customer experience strategy.
5. Training & Enablement: Develop best practices, training materials, and process improvements to support both internal teams and customers.
6. Metrics & Reporting: Define key performance indicators (KPIs) for CX initiatives, tracking success and making data-driven recommendations.
7. Escalation & Issue Resolution: Act as a point of escalation for complex customer issues, ensuring timely and satisfactory resolutions.

Qualifications & Experience:

1. 3+ years of experience in customer experience, program management, or customer success (restaurant, hospitality, or SaaS industry experience preferred).
2. Proven ability to map and enhance customer journeys in a B2B environment.
3. Strong analytical skills with experience leveraging customer feedback tools and CX metrics.
4. Ability to work cross-functionally and drive initiatives that impact multiple teams.
5. Excellent communication, problem-solving, and relationship-building skills.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management

Industries

Transportation, Logistics, Supply Chain and Storage and Food and Beverage Services