Senior CX Programs Lead — AI-Driven Delivery

BambooHR; Draper (UT); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Health insurance

Vacation and holidays

Parental leave

Job summary

BambooHR is seeking a senior Program Manager for our Customer Experience (CX) Programs team in Utah. You will own a portfolio of connected CX initiatives, driving customer retention, service efficiency, and AI-enabled experiences.

This role is a senior individual contributor with no direct reports, partnering across CX leadership and the business to deliver measurable results. You will turn ambiguous needs into practical plans, define success metrics, manage risks, and coach project managers

Qualifications

• Experience owning complex, cross-functional programs with measurable business results.
• Strong ability to craft workable plans when scope is unclear and adapt as you learn.
• Excellent written and verbal communication with senior leaders on priorities, risks, and tradeoffs.
• Experience defining KPIs, interpreting data, and using evidence to prioritize work.

Responsibilities

• Turn ambiguous business needs into clear program goals and plans.
• Define baselines, leading indicators, and outcome measures for sustained improvements.
• Prioritize opportunities, sequence projects around capacity and impact.
• Lead programs from discovery to adoption and measurement, including ongoing work.
• Coordinate with teams across the organization to resolve blockers and manage risks.

Skills

Cross-functional leadership

Program management

Stakeholder management

Data-driven decision making

AI in programs

Change management

KPI definition

SaaS domain knowledge

Job description

BambooHR is seeking a senior Program Manager for our Customer Experience (CX) Programs team in Utah. You will own a portfolio of connected CX initiatives, driving customer retention, service efficiency, and AI-enabled experiences.

This role is a senior individual contributor with no direct reports, partnering across CX leadership and the business to deliver measurable results. You will turn ambiguous needs into practical plans, define success metrics, manage risks, and coach project managers