CX Operations Program Manager, Medallia

• 5+ years of experience in program management, customer relationship management, strategic planning, consulting, or operations in a business-to-business environment
• Proven ability to manage multiple programs and initiatives simultaneously while maintaining a high level of detail and quality
• Bachelor’s or equivalent experience
• Experience in process improvement and operational efficiency

Desirable

• We are building an elite Client Experience Operations team at Medallia that plays a pivotal role in driving customer success through Voice of the Customer and Predictive Health programs
• This role is ideal for someone who thrives on program management, has a strong curiosity for technical solutions, and is eager to design and manage programs that deliver measurable impact
• With responsibilities spanning operational excellence, stakeholder engagement, strategic program execution, and CX practice, you will have the opportunity to enhance our system and tools, help Medallia analyze and understand customer insights, and help shape the future of customer experience at Medallia
• As part of this role, you will also act as a key contributor in refining processes, reviewing technical requirements, and performing QA to ensure high-quality program execution
• You’ll have the opportunity to grow your technical expertise through product training and collaborate across teams to continuously improve Medallia’s CX capabilities
• Program Management: Oversee and optimize various voice of customer, partner, and user programs, ensuring alignment with business goals and delivering value through actionable insights
• Predictive Health Model: Manage and enhance Medallia’s predictive account health model, driving data-driven decision-making to proactively address customer needs and risks
• CX Practice: Develop a CX Operating Model to formalize frameworks, tools, and processes that integrate customer feedback into business decisions, enabling a consistent and scalable approach to CX execution across all teams
• Stakeholder Engagement: Build and maintain relationships with cross-functional teams and key stakeholders to align program objectives, share insights, and drive collaboration
• Operational Excellence: Design, implement, and manage streamlined processes that support the execution of programs with efficiency and scalability
• Technical Leadership: Review and QA technical requirements to ensure accuracy and quality, leveraging Medallia’s tools to tailor solutions for program success. Strong technical aptitude and curiosity, with the ability to understand technical requirements, manage technical projects, and communicate effectively with technical stakeholders
• Innovation and Strategy: Contribute to the design and execution of strategic initiatives to improve program outcomes, leveraging the latest tools and methodologies
• Data-Backed Storytelling: Analyze data to uncover actionable insights and deliver compelling readouts and presentations that drive impactful business outcomes