Senior Customer Experience Program Manager, Calendly
$124-223.2k
+ Bonus program (or Sales incentive) and equity awards. Salary may vary by location.
More information about location
Automated appointment scheduling
Job no longer available
Automated appointment scheduling
501-1000 employees
Job no longer available
$124-223.2k
+ Bonus program (or Sales incentive) and equity awards. Salary may vary by location.
More information about location
501-1000 employees
Company mission
To provide broad and deep support for various meeting scenarios, and make scheduling easier and more efficient.
Role
Who you are
- 8+ years of proven experience in release management, project management, VOC program management, or related roles within Customer Experience teams
- Direct experience applying CX and VoC platforms and tools (e.g., Jira, Confluence, Gainsight, Zendesk, Miro, Figma, Guru, StatSig, etc.)
- Strong understanding of customer experience principles and a customer-centric approach
- Excellent communication skills, with the ability to convey technical information clearly and understandably
- Strong problem-solving and decision-making skills
- Meticulous and well-organized, with the ability to manage multiple projects simultaneously
- Proficiency in release management tools and methodologies is a plus
- Knowledge of Agile and Product Lifecycle Management (PLM) practices is imperative
- Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time
What the job involves
- We are looking for a Senior Customer Experience Program Manager who will bring effective communication and partner management to project coordination and data-driven decision-making for our CX feature release and voice of customer programs
- You will report to the Senior Manager, CX Program Management
- As the leader of cross-functional collaboration, you will strategically implement customer-centric releases
- You will also be responsible for mitigating risks for our users as we expand our platform, ensuring seamless internal communication, and applying data-driven insights to enhance customer experience, adoption, and retention continually
- Your work will significantly impact our customers, and we are excited to have you on board as we strive to provide the best possible experience for them
- You'll collaborate with product, engineering, UX design, product marketing, and customer experience teams to plan Product releases aligned with customer needs and business goals
- Lead the end-to-end CX feature release process, encompassing scheduling, communication, and activity coordination to minimize disruptions for our team and customers
- Identify potential release-related risks and develop strategies to ensure a smooth customer experience
- Develop and implement communication plans for internal and external partners to understand release changes and their impact
- Maintain detailed release notes, continuously monitor release performance, and suggest data-driven improvements for customer experience
- Develop and implement strategies for multi-channel, Voice of the Customer (VOC) product feedback across customer channels, including Support, Help Center, Community, Chatbot and CSM interactions, aiming to ensure feature requests are properly captured, prioritized and presented
- Identify improvement areas, analyze data, share insights, present recommendations to align with customer-centric goals. Stay updated on trends, apply innovations, collaborate for efficient data handling, ensuring privacy and security
Application process
- Qualified candidates will be invited to schedule a phone interview with a member of our recruiting team. This is a great time to ask any initial questions you have about the company or the role
- Next, we’ll put you in direct contact with your potential future manager. You’ll get a chance to learn even more about life at Calendly, the responsibilities attached to your role, and the qualities needed to succeed here
- Next, or in parallel, you’ll meet with your potential future team members
- Next, you’ll present your ideas on a topic(s) to a small group of future partners
- Finally, we contact those you’ve worked with before, to learn more about the impact you can make, the value you bring, and the best way to set you up for success at Calendly
Our take
Calendly is a cloud-based scheduling service that is straightforward to use. It allows around 10 million customers per month to connect and make appointments based on their available times without having to send emails back and forth.
The platform offers four different plans - allowing individuals, small companies, and large enterprises alike to make use of these services. Calendly's growth to date been based mostly around a very organic strategy. Its invites become links to Calendly itself, so people who like it can, and do, start to use it.
There are a handful of competing products on the market, including offerings from Doodle and Microsoft, but Calendly's customer-friendly design has won it attention and allowed it to carve itself a space in the field. Impressive funding has contributed to the company's expansion, allowing it to capitalize on the increasing popularity of home and hybrid working.
Freddie
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (2 rounds)
Jan 2021
$350m
SERIES B
Apr 2014
$0.6m
SEED
Total funding: $350.6m
Company benefits
- Quarterly Bonus
- Equity
- Home Office Setup
- Technology
- Pick Your Own Perk
- Flexible Time Off
- Vacation Stipend
- Parental Leave
- Health and Wellbeing
- Fun Community Events
- 401k Company Match
Company HQ
Atlantic Station, Atlanta, GA
Leadership
Tope Awotona
(CEO)Having studied at the University of Georgia, they worked as an IBM Sales Rep and for Perceptive Software, Vertafore, and EMC as an Account Manager. They left the latter in 2014, having founded Calendly in February 2013.
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