Executive Director, Program Management, Customer Experience

Ladders; United States; Remote; USD 150,000 - 180,000; Full time

Benefits offered by this job

Lead strategy

Executive engagement

Mentorship opportunities

High-visibility initiatives

Operational excellence

Job summary

The Ladders is seeking an Executive Director, Program Management, Customer Experience to shape the PMO and drive enterprise-wide initiatives. This leadership role partners with Product, Engineering, Finance, Operations, and Sales to align priorities and deliver measurable impact.

Location: Remote in the United States. Compensation: $150,000 – $180,000 annually. You will establish scalable delivery frameworks, govern a centralized portfolio, and mentor leaders across the organization.

Qualifications

• Bachelor's degree or equivalent experience.
• 8+ years of experience in program, project, or portfolio management in a fast-paced environment.
• 7+ years of direct people management experience, including managing people managers.
• Advanced knowledge of PM methodologies, including Agile, Waterfall, and Lean, and tools such as Smartsheet, Jira, and Asana.
• Experience leading enterprise-wide cross-functional initiatives involving Product, Engineering, Finance, Operations, and Sales.
• Ability to manage multiple complex initiatives simultaneously and communicate risks early with recovery plans.
• Strong executive communication and facilitation skills.

Responsibilities

• Formulate and execute the PMO and program management vision for customer experience.
• Establish scalable delivery frameworks and operational risk-mitigation strategies.
• Serve as the escalation backstop for ownership and scope of projects.
• Champion executive-level alignment across cross-functional leadership.
• Maintain a centralized roadmap of program priorities and portfolio health.
• Ensure standards are adopted and confirmed in use across teams.
• Define, track, and report on core program delivery metrics and performance indicators.

Skills

Program leadership

People management

Executive communication

Education

Bachelor's degree

Tools

Smartsheet

Jira

Asana

Job description

For our client, we are seeking a Executive Director, Program Management, Customer Experience to join the team of a leader in the Food & Beverages space. This leader will shape the program management strategy supporting the customer experience function and ensure critical initiatives are delivered with clarity, discipline, and measurable impact. The role will partner closely with executive stakeholders across Product, Engineering, Finance, Operations, and Sales to align priorities, manage risk, and keep complex programs moving forward. This is a highly visible leadership opportunity for someone who can build scalable operating rhythms, strengthen portfolio governance, and elevate execution across the organization. The ideal candidate will bring deep program leadership experience, strong people management skills, and the ability to guide enterprise-wide initiatives in a fast-paced environment.

Location: Remote

Compensation: $150,000 – $180,000 annually

Responsibilities

• Formulate and execute the PMO and program management vision for customer experience
• Establish scalable delivery frameworks and operational risk-mitigation strategies
• Serve as the escalation backstop for ownership and scope of projects
• Champion executive-level alignment across cross-functional leadership
• Maintain a centralized roadmap of program priorities and portfolio health
• Ensure standards are adopted and confirmed in use across teams
• Define, track, and report on core program delivery metrics and performance indicators

Qualifications

• Bachelor's degree or equivalent experience
• 8+ years of experience in program, project, or portfolio management in a fast-paced environment
• 7+ years of direct people management experience, including managing people managers
• Advanced knowledge of project management methodologies, including Agile, Waterfall, and Lean, and tools such as Smartsheet, Jira, and Asana
• Experience leading enterprise-wide cross-functional initiatives involving Product, Engineering, Finance, Operations, and Sales
• Ability to manage multiple complex initiatives simultaneously and communicate risks early with recovery plans
• Strong executive communication and facilitation skills

Benefits

• Opportunity to lead and shape the program management strategy
• Engagement with cross-functional teams at the executive level
• Access to professional development and mentorship opportunities
• Involvement in high-visibility, business-critical initiatives
• A culture that values continuous improvement and operational excellence

Our client is an equal opportunity employer.