Senior CX & DTC Delivery Lead

Wundermanthompson

Kansas City (MO)

On-site

USD 180,000 - 240,000

Full time

4 days ago

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Job summary

VML is seeking a Senior Program Director to lead CX & DTC delivery for a flagship healthcare digital commerce platform. In this client-facing role, you will orchestrate end-to-end delivery across experience strategy, product ownership, and technical execution, guiding large multi-disciplinary teams from discovery through pilot launch.

You will drive operational readiness, define governance, and ensure seamless translation of customer journeys into actionable technical requirements and backlogs,

Qualifications

Experience leading CX & DTC programs and delivering large-scale digital commerce initiatives.
Strong knowledge of agile delivery, program governance, and cross-functional leadership.
Proven ability to translate business needs into technical requirements and release roadmaps.

Responsibilities

Lead cross-functional teams including UX/UI, engineering, design, and partner agencies—direct client-facing management.
Define and govern operational readiness, RAID logs, dependencies, milestones, and cross-workstream coordination.
Own the product delivery mindset for DTC platforms, translating journeys into user stories and site architecture.
Facilitate structured agile ceremonies and PI planning across multiple workstreams; ensure delivery visibility.
Manage multi-million-dollar program budget, staffing, and SOW compliance, mitigating delivery risks.

Skills

Program management

CX delivery

Agile

Leadership

Stakeholder management

Tools

Jira

Confluence

Monday.com

Figma

Job description

You will drive operational readiness, define governance, and ensure seamless translation of customer journeys into actionable technical requirements and backlogs,

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