Program Manager, Customer Experience (Cx)

Our client in Newmarket is looking for a CX Program Manager
Role
As CX Program Manager (customer experience) you will transform how the client serves and interact with their customers. You will enhance their clients' results by designing and improving experiences across all customer touchpoints. You will be responsible for leading cross-functional teams to deliver multiple projects within the customer experience program.
This role will manage and oversee project and program contracts, scopes, budgets, and cross-functional resources to ensure the successful delivery of customer service transformational activities, on-time and on budget.
Work Type

• Remote or Hybrid
• Office Location: Newmarket

Company Culture
You will be working within a rewarding work environment and a positive work culture that fosters opportunities for continuous learning and growth while delivering value to our clients. A culture of innovative technology, a fast-paced, dynamic environment, and exciting growth.
Responsibilities And Skills

• Manage program financials, including budgets and invoicing, and client expectations.
• Manage multiple projects, with responsibility for risk management, scheduling, team leadership, contract compliance, and quality control.
• Work experience in the utility energy industry is an asset
• Communicate key objectives, strategies, and priorities to a variety of stakeholders and contributors.
• Experience with tools such as MS Project, Jira, Azure DevOps, and SharePoint is desired
• Advanced project management, MS Office, and financial management skills
• Provide excellent customer service to clients, internal and external customers, delivery team members, and industry partners.
• Advanced leadership and problem-solving skills, written, interpersonal, and presentation skills
• 8+ years' experience in a project management role managing large-scale technology projects (such as customer experience enterprise integrations)
• Manage program performance and reporting for multiple projects and create plans to measure delivery results.
• 5+ years' experience managing cross-functional teams across various program stages (architecture, integration, validation)

Knowledge

• Customer experience journey mapping and measuring and delivering CX programs
• IT principles including lifecycle planning, estimating, and architecture
• Utility systems and meter-to-cash business processes
• Procurement lifecycle, system integration; development of business processes, system integration, and testing requirements

Education

• Travel to client locations in Canada and U.S.
• PMP certification is preferred
• Undergraduate degree/diploma

Benefits

• Retirement Plan
• Long term disability
• EAP (Employee Assistance Program)
• Career development opportunities
• Parental leave top-up
• 100% employer-paid Benefits
• Life insurance