Senior Enterprise CX Transformation Program Lead

Palo Alto Labs; San Diego (CA); On-site; USD 180,000 - 260,000; Full time

Job summary

Palo Alto Labs in San Diego is looking for a Lead Program Manager, CX Transformation to drive enterprise-wide improvements in customer experience and service delivery. You will own the design, sequencing, and delivery of large cross-functional programs, including GenAI-enabled self-service and unified service delivery.

In a fast-paced, data-driven environment, you will collaborate with Product, Engineering, Customer Support, Content, and Data teams to translate customer insights into actionable

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 10+ years leading enterprise programs in SaaS or cloud environments.
• Proven experience aligning Product, Engineering and customer teams across large initiatives.
• Strong executive presence with ability to influence senior stakeholders.
• Ability to operate in high-ambiguity, fast-moving environments and create structure.

Responsibilities

• Lead large cross-functional CX transformation programs (GenAI self-service, unified service delivery, onboarding).
• Define program scope, success metrics, sequencing, and outcomes.
• Drive end-to-end execution with clear accountability and results.
• Coordinate Product, Engineering, Support, Content, Data, and UX teams around shared goals.
• Translate customer insights into actionable use cases and prioritized requirements.

Skills

Executive presence

Cross-functional leadership

Program management

SaaS/cloud experience

AI/GenAI experience

Education

Bachelor’s degree in Business, Engineering, CS, or related field

Tools

AI/ML tools

CX metrics analytics

Job description

Palo Alto Labs in San Diego is looking for a Lead Program Manager, CX Transformation to drive enterprise-wide improvements in customer experience and service delivery. You will own the design, sequencing, and delivery of large cross-functional programs, including GenAI-enabled self-service and unified service delivery.

In a fast-paced, data-driven environment, you will collaborate with Product, Engineering, Customer Support, Content, and Data teams to translate customer insights into actionable