Lead Program Manager – Customer Experience Transformation

Derex Technologies Inc

Lead Program Manager guiding customer experience transformation initiatives at Derex Technologies for enterprise-wide projects. Focused on enhancing customer satisfaction and operational efficiency.

Posted 5/27/2026contractRemote • Virginia • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Lead enterprise CX transformation programs including: GenAI-powered self-service
Drive cross-functional execution across Product, Engineering, Support, UX, Content, and Data teams
Translate Voice of Customer insights and operational data into actionable programs and use cases
Define program scope, sequencing, KPIs, success metrics, and execution strategy
Operate effectively in ambiguous environments and create structure, ownership, and accountability
Track and report metrics tied to: CSAT GRR Customer effort reduction Service quality Operational efficiency

Requirements

What you’ll need

Strong Program / Transformation Management background
Experience driving enterprise CX initiatives
AI/GenAI transformation exposure preferred
Executive stakeholder management
Cross-functional leadership experience
Experience improving customer journeys and operational efficiency
Ability to drive large-scale execution in fast-paced environments

Benefits

Comp & perks

All your information will be kept confidential according to EEO guidelines.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Program ManagementTransformation ManagementCX InitiativesAIGenAIKPI DefinitionOperational EfficiencyCustomer Journey ImprovementExecution StrategyData Analysis

Soft Skills

Cross-functional LeadershipExecutive Stakeholder ManagementAmbiguity ManagementAccountabilityCommunicationOwnershipCollaborationAdaptabilityProblem SolvingStrategic Thinking