Senior CX Program Lead: AI-Driven, Hybrid in Utah

BambooHR LLC.; Northern (KY); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Disability insurance

Vacation 4 weeks

Holidays 12

Parental leave

Volunteer time off

Job summary

BambooHR is seeking a Program Manager for Customer Experience (CX) AI initiatives in Utah on a hybrid schedule. You will own a portfolio of connected projects aimed at improving customer retention, service efficiency, and AI-enabled experiences.

This senior individual contributor role requires partnering with CX leadership and multiple teams to define success and deliver measurable results. You will lead projects, coach others, and drive adoption of data-driven approaches while maintaining focus

Qualifications

• Experience owning complex, cross-functional programs or initiatives with measurable business results.
• Ability to create workable plans when scope is unclear and improve as you learn.
• Strong relationships with stakeholders and ability to influence without direct authority.
• Excellent written and verbal communication to advise senior leaders on priorities, risks, and tradeoffs.
• Experience defining KPIs, interpreting data, and using evidence to prioritize work.
• Experience guiding teams through organizational or process change and helping new approaches take hold.
• Practical experience using AI to improve program delivery and customer processes.

Responsibilities

• Turn ambiguous business needs into clear program goals, practical plans, and shared accountability.
• Define baselines, leading indicators, and outcome measures to ensure sustained improvements.
• Identify and sequence opportunities based on capacity, dependencies, and impact; elevate decisions when needed.
• Lead programs from discovery through implementation, adoption, and measurement.
• Coordinate with cross-team stakeholders to address dependencies and risks.

Skills

Cross-functional leadership

Strategic planning

Stakeholder management

Clear communication

KPIs & data interpretation

Change management

AI in practice

Job description

BambooHR is seeking a Program Manager for Customer Experience (CX) AI initiatives in Utah on a hybrid schedule. You will own a portfolio of connected projects aimed at improving customer retention, service efficiency, and AI-enabled experiences.

This senior individual contributor role requires partnering with CX leadership and multiple teams to define success and deliver measurable results. You will lead projects, coach others, and drive adoption of data-driven approaches while maintaining focus