Job Description

The CX Program Management team at *** Commodity Insight is dedicated to leading and overseeing projects that enhance client experiences and drive business growth. Our mission is to empower both internal and external clients with a focus on value, trust, and delight, achieved through effective collaboration, strategic planning, and continuous improvement. We work closely with stakeholders across various departments to manage and execute a diverse range of projects aimed at improving customer interactions and operational efficiency while driving change. By fostering a culture of collaboration and innovation, we ensure that all initiatives align with organizational goals. Through our commitment to excellence and a people-centered approach, the CX Program Management team plays a vital role in maintaining *** Commodity Insight's leadership in delivering exceptional customer experiences.

Responsibilities and Impact:

• Lead Program Management: Lead and manage all aspects of program management for CX projects, including strategy development, stakeholder engagement, and communication planning, to ensure successful project outcomes.

• Project Oversight: Oversee project planning, execution, and delivery, ensuring adherence to timelines, budgets, and quality standards while driving continuous improvement in project performance.

• Stakeholder Collaboration: Collaborate with stakeholders to gather feedback and assess program performance, implementing necessary improvements to enhance service delivery and customer interactions.

• Training and Change Management: Work with the Change Management Lead to design and implement training programs that support change management initiatives, enhancing team capabilities and ensuring smooth transitions during project execution.

• Cross-Functional Facilitation: Facilitate cross-functional collaboration to drive technology transformation and process improvement efforts, ensuring alignment with organizational goals and client needs.

• Release Management: Manage release management processes to ensure timely and effective delivery of projects, contributing to the overall success of the CX Program Management team.

• Professional Development and Global Impact: Benefit from growth and development opportunities within a dynamic team, gaining exposure to industry leaders and policymakers, while engaging in a global role that allows you to influence and drive change on an international scale.

• Gainsight and GenAI Expertise: Utilize knowledge of Gainsight, customer success platforms, education platforms, community platforms, and GenAI technologies to enhance customer success initiatives and drive innovation in project outcomes.

Basic Required Qualifications:

• Bachelor's degree in Business Administration, Project Management, or a related field; a Master's degree is preferred.

• Minimum of 6 years of experience in project management, with a focus on cross-team collaboration using Agile methodologies and tools.

• Proven experience in program management within technology and customer experience contexts.

• Demonstrated ability to manage and influence multiple business stakeholders, effectively engaging with and aligning enterprise senior leadership.

• Knowledge and experience with Gainsight, customer success platforms, education platforms, community platforms, and GenAI technologies.

Key Soft Skills:

• Exceptional leadership and collaboration abilities, fostering a culture of innovation and teamwork.

• Strong analytical and problem-solving skills, with a proactive approach to challenging the status quo.

• Adaptability and resilience in managing change within a fast-paced environment.

• Excellent time management and organizational skills, capable of multitasking and prioritizing effectively.

• Strategic thinking with the ability to drive results and build productive relationships across teams.

Additional (STRONGLY PREFERRED) Qualifications:

• Change Management and/or PMP certification preferred.

• Knowledge of applications such as Salesforce, Marketo, Cvent, commercial platforms, and OneTrust.

• Familiarity with data analysis and visualization tools (e.g., Tableau, Power BI).

• Ability to work in an agile environment with a focus on LEAN

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