CX Programs Architect: Adoption & Strategy

ePayPolicy; Austin (TX); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

401K

Flexible PTO

Lunch stipend onsite

Fully-stocked kitchen

Quarterly “ePayItForward” initiatives

Growth opportunities

Open communication culture

Job summary

ePayPolicy in Austin, TX is transforming how we manage and scale customer experience, moving from ad-hoc projects to structured programs that drive adoption and revenue.

You will own a portfolio of programs, coordinate across customer success, product, marketing, and operations, and report outcomes to the Chief Customer Officer. This role emphasizes adoption and digital transformation to scale impact.

Qualifications

• 3-5 years of program or project management experience in a customer-facing organization.
• Ability to create structure from ambiguity and work backward from goals.
• Experience coordinating across teams and unblocking work without formal authority.
• Strong focus on defining success criteria, baselines and tracking progress.
• Clear written and verbal communication with diverse audiences.
• Ownership mindset with proactive problem solving.

Responsibilities

• Manage end-to-end tactical programs with defined business cases, metrics, timelines and cross-functional coordination.
• Design and own longer-term strategic programs and roadmaps.
• Coordinate cross-functional work across customer success, product, engineering, marketing, operations, finance and analytics.
• Establish and track program metrics, dashboards and business impact (revenue, retention, efficiency).
• Prioritize a portfolio of adoption-focused and foundational initiatives and allocate resources.
• Build program infrastructure, templates and communication cadences to scale execution.

Skills

Program management

Cross-functional coordination

Metrics orientation

Communication

Ownership mindset

Ambiguity tolerance

Tools

BI tools

Job description

ePayPolicy in Austin, TX is transforming how we manage and scale customer experience, moving from ad-hoc projects to structured programs that drive adoption and revenue.

You will own a portfolio of programs, coordinate across customer success, product, marketing, and operations, and report outcomes to the Chief Customer Officer. This role emphasizes adoption and digital transformation to scale impact.