Sr Services Program Manager

XI strategy into structured execution, ensuring customer signals are integrated, prioritized, and translated into consistent action across the enterprise.

Partnering closely with CXI Analysts, Data Scientists, and cross-functional teams (Customer Success, Product, Marketing, Support, and Operations), this role drives alignment and delivery across key initiatives. The Program Manager owns roadmap development, backlog prioritization, governance, and execution planning, while acting as a representative of the business to ensure initiatives reflect customer needs and enterprise priorities.

Success in this role is measured by the ability to define key metrics, operationalize customer signals into coordinated actions, and advance CXI maturity from reactive reporting to proactive and predictive intelligence, including the development of leading indicators, risk models, and trigger-based engagement strategiese. This individual will establish scalable processes, drive execution discipline, and enable leadership visibility into progress, risks, and business impact.

A builder who thrives in ambiguity, enjoys working with data, and is motivated by turning insights signals into scalable, system-driven action.

Key Responsibilities
Lead CXI Program Development and Execution
Drive the end-to-end development and execution of CXI initiatives, from concept definition and pilot design to scalable rollout across the organization.
Operationalize Intelligence into Action
Partner with the Intelligence Architect, CX Analyst, and broader CXI team to translate customer signals into structured workflows, actions, and engagement strategies.

Design and Manage Scalable Playbooks
Develop and maintain playbooks that guide how insights are translated into action across key lifecycle stages (onboarding, adoption, renewal, expansion), ensuring consistency and relevance.

Coordinate Cross-Functional Execution
Collaborate with Customer Success, Product, Marketing, Support, and Operations to align priorities, timing, and delivery of CXI initiatives with broader organizational strategies.
Monitor Performance and Drive Continuous Improvement
Track adoption, effectiveness, and business impact of CXI initiatives. Use data and feedback to continuously refine processes, workflows, and execution models.
Drive Experimentation and Learning Loops
Design and execute experiments (A/B tests, pilot programs) to validate signals, interventions, and engagement strategies.

Success Outcomes

Disciplined CXI Execution
CXI initiatives (survey deployments, signal rollouts, dashboards, and activation workflows) are delivered on time with clear ownership, defined readiness criteria, and strong cross-functional alignment.

Operationalized Insight-to-Action
Customer signals are translated into coordinated actions, with clear follow-through across Customer Success, Product, Marketing, and Operations, and into structured workflows, system-triggered actions, and embedded experiences within CRM, CS platforms, and engagement tools.

Revenue Impact
Execution rigor supports early identification of customer risk and coordinated intervention, contributing to measurable improvements ind retention, expansion and customer lifetime value and renewal outcomes.

Scalable Delivery Model
Survey updates, signal enhancements, and new CXI initiatives are executed through repeatable, scalable processes that reduce friction and improve efficiency.

Visibility and Accountability
Leadership has clear visibility into initiative progress, risks, and execution health, with defined ownership and accountability across workstreams.

Advancement to Predictive CXI
Development and adoption of leading indicators and predictive signals that enable earlier, more targeted customer interventions.

Qualifications
5+ years of experience in program management, operations, customer experience, or digital engagement within B2B SaaS or enterprise environments
Demonstrated ability to manage complex, cross-functional initiatives involving multiple stakeholders
Strong understanding of the customer lifecycle and engagement strategies across key stages
Experience partnering with data, analytics, or intelligence teams to translate insights into action
Proven track record of driving program execution, including launches and ongoing operational cadence
Strong stakeholder management skills, with the ability to communicate clearly and structure work effectively
Ability to operate effectively in ambiguous environments while building scalable processes and structure
Familiarity with CRM platforms, survey tools, journey orchestration systems, or customer success technologies preferred

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]