CX Programs Lead: Data-Driven & Cross-Functional

Socket.dev; Boston (MA); On-site; USD 95,000 - 140,000; Full time

Job summary

Socket.dev is seeking a strategic, data-driven Program Manager to lead and scale our Customer Experience (CX) programs. This role translates the CX vision into measurable business value, builds scalable processes, and implements frameworks that drive satisfaction and long-term impact.

You will partner cross-functionally to align CX initiatives with business goals, track outcomes, and optimize operations through data insights and experimentation. Based in Boston or Austin, in-office 3 days weekly.

Qualifications

• 5+ years in program management, operations, or CX roles in B2B or scaled services.
• Proven success in managing and scaling cross-functional programs.
• Strong analytical and data storytelling skills; derive insights and drive action.
• Experience developing frameworks to measure program success and link outcomes to KPIs.
• Excellent communication, stakeholder management, and organization skills.
• Proficient with project tools (Notion, Asana, Jira, Smartsheet) and data tools (Excel, Looker, Tableau).
• Based in Boston or Austin with ability to be in-office 3 days per week.

Responsibilities

• Execute Vision to Value: translate CX vision into scalable programs with measurable impact.
• Program Design & Execution: lead end-to-end scalable CX initiatives across segments and touchpoints.
• Impact Frameworks: design KPIs, track progress, assess ROI.
• Data-Driven Decisions: use data to assess performance and drive action.
• Cross-Functional Collaboration: partner with CS, Product, Support, Marketing, Sales, Analytics.
• Process Optimization: improve CX delivery through automation and scalable workflows.
• Reporting & Communication: create precise reporting on performance, risks, and opportunities.

Skills

Project management

Data storytelling

Stakeholder management

Cross-functional leadership

Tools

Notion

Asana

Jira

Smartsheet

Excel

Looker

Tableau

Job description

Socket.dev is seeking a strategic, data-driven Program Manager to lead and scale our Customer Experience (CX) programs. This role translates the CX vision into measurable business value, builds scalable processes, and implements frameworks that drive satisfaction and long-term impact.

You will partner cross-functionally to align CX initiatives with business goals, track outcomes, and optimize operations through data insights and experimentation. Based in Boston or Austin, in-office 3 days weekly.