Head of Customer Experience Program Management (Remote)

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

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.