Program Manager, Customer Experience

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

Port is the Agentic SDLC Platform. The way engineering teams build software is constantly evolving, and every new wave - such as AI agents operating across the SDLC - makes engineering more powerful, but also more complex and chaotic.

Port turns that chaos into control: one platform to build, govern, and operate the software development lifecycle, enabling every team to move as fast as technology allows.

Following our $100M Series C funding round, we are entering an exciting stage of significant growth and global expansion. As a product-led company, we believe the recipe for success is a world-class product that speaks for itself.

We are seeking a strategic, data-driven Program Manager to lead and scale our Customer Experience (CX) programs. This individual will play a key role in translating the CX vision into measurable business value, building operational frameworks, and implementing scalable processes that enhance customer satisfaction and drive long-term impact.

As the Program Manager, you will partner cross-functionally to align CX initiatives with business objectives, create systems to track and measure program outcomes, and continually optimize operations through data insights and structured experimentation

Key Responsibilities

• Execute Vision to Value: Translate the CX strategic vision into tangible, scalable programs that deliver measurable customer and business impact.
• Program Design & Execution: Lead the end-to-end development and implementation of scalable CX initiatives across multiple customer segments and touchpoints.
• Impact Frameworks: Design and implement frameworks to measure program effectiveness, including defining KPIs, tracking progress, and assessing ROI.
• Data-Driven Decisions: Use quantitative and qualitative data to assess performance, uncover insights, and make informed decisions that improve program outcomes.
• Cross-Functional Collaboration: Partner with CS, Product, Support, Marketing, Sales, and Analytics teams to ensure seamless program execution and alignment with broader business goals.
• Process Optimization: Identify inefficiencies in CX delivery and drive continuous improvement through automation, standardization, and scalable workflows.
• Reporting & Communication: Develop precise, concise reporting mechanisms and communicate program performance, risks, and opportunities to stakeholders and leadership.

Requirements

• 5+ years of experience in program management, operations, or customer experience roles, preferably in a B2B or scaled service environment.
• Proven success in managing and scaling cross-functional programs.
• Strong analytical and data storytelling skills; ability to derive insights and drive action from large data sets.
• Experience developing frameworks to measure program success and linking outcomes to business KPIs.
• Exceptional communication, stakeholder management, and organizational skills.
• Strong proficiency in project management tools (e.g., Notion, Asana, Jira, Smartsheet) and data tools (e.g., Excel, Looker, Tableau)
• Based in Boston or Austin with ability to be in-office 3 days per week