Global Enterprise CX Program Lead

United States Digital Space LLC; New Chicago (CA); On-site; USD 146,000 - 180,000; Full time

Benefits offered by this job

Bonus program

Equity award

401(k) plan

Benefits

Job summary

United States Digital Space LLC is seeking a Program Leader, Global U4B Customer Success to design and build a proactive enterprise service model for B2B customers. The role leads transition from ticket resolution to owning enterprise outcomes, partnering with Sales, Central Support, and Operations.

The candidate will design the operating model, metrics, and team structure, drive SLAs and continuous improvement, and own the technology roadmap for B2B support, including AI investments and

Qualifications

• Bachelor's degree or equivalent practical experience.
• 5+ years of professional experience in program management, process engineering, strategy, consulting, or operations.

Responsibilities

• Design the enterprise service model and determine premium vs. scaled coverage.
• Build segmentation logic and defend tradeoffs.
• Design, pilot, and scale SOPs, health signals, and intervention triggers.
• Diagnose demand, partner with Product/Engineering to address root causes.
• Own outcomes through matrixed teams and establish service benchmarks and SLAs.
• Build the operating model with Sales, defining post-sale ownership and handoffs.
• Own the technology roadmap for B2B support including AI investments.

Skills

Program management

Process engineering

Strategy

Operations

Cross-functional collaboration

Data analysis

Executive communication

AI tools experience

Leadership without authority

Education

Bachelor's degree or equivalent

Tools

AI tools

Automation tools

Analytics platforms

Job description

United States Digital Space LLC is seeking a Program Leader, Global U4B Customer Success to design and build a proactive enterprise service model for B2B customers. The role leads transition from ticket resolution to owning enterprise outcomes, partnering with Sales, Central Support, and Operations.

The candidate will design the operating model, metrics, and team structure, drive SLAs and continuous improvement, and own the technology roadmap for B2B support, including AI investments and