CX Enablement Program Manager

Employ Inc. provides people-first recruiting solutions that empower companies to overcome their greatest hiring challenges. Serving SMBs to global enterprises, Employ focuses on the unique recruiting needs of each organization — from simple hiring to sophisticated talent acquisition.

Employ is the only organization to offer companies choice in their hiring solutions, providing a curated set of recruiting technologies and services. By prioritizing people ahead of products, Employ helps companies grow, scale, and thrive through personalized choice, collective intelligence, and lasting relationships. Together, Employ and its brands (JazzHR, Lever, Jobvite and NXTThing RPO) serve more than 21,000 customers across multiple industries. For more information, visit www.employinc.com.

About this Role:

The CX Enablement Program Manager is a pivotal role that bridges the gap between strategy and execution in the customer experience division at Employ. This position is responsible for designing, implementing, and managing programs that empower teams to deliver exceptional customer experiences. The ideal candidate will be a multifaceted professional who combines expertise in program management, communication, data analysis, and people development. This position reports to the Senior Manager, CX Enablement.

What You’ll Do:

Program Development and Management

• Design comprehensive CX enablement programs that address identified skill gaps and business needs.
• Ability to execute thorough needs analysis and develop solutions to complex problems.
• Manage the full lifecycle of programs, from conception and planning to execution and evaluation.
• Establish clear objectives, timelines, and success metrics for each program.
• Coordinate cross-functional efforts to ensure seamless program delivery.
• Lead as needed business priority projects that align to the company’s top defining objectives.
• Lead multiple projects simultaneously, ensuring they are delivered on time, within scope, and on budget.
• Identify and mitigate risks that could impact project success.
• Apply adult learning theories to design effective enablement programs.

Communication and Employee Engagement

• Develop comprehensive communication plans for new initiatives and ongoing programs.
• Create engaging content that resonates with various audience segments within the organization.
• Develop strategies to boost team morale, including growing our CX recognition program and implementing new team-building activities.
• Own division-wide communication, including our monthly newsletter, All Division Meetings, Teams channel engagement.
• Craft high-quality, engaging content for various mediums (e.g., presentations, resource guides, videos).
• Deliver impactful presentations and training sessions to diverse audiences.

Executive Presence and Stakeholder Management

• Present program updates, results, and recommendations to senior leadership with confidence and clarity.
• Build and maintain strong relationships with key stakeholders across the organization.
• Influence decision-makers and secure buy-in for enablement initiatives at all levels of the company.

Data Analysis and Insights

• Collect and analyze data from various sources to inform program design and improvement.
• Ability to clearly communicate program performance and impact.
• Use data-driven insights to make recommendations for optimizing enablement strategies and tactics.

What You'll Bring:

• Bachelor's degree in Business, Marketing, Communications or a related field
• 5+ years in related roles within the tech industry
• Proven experience in program management, preferably in a customer experience or related field
• Strong project management skills with a track record of successful project delivery
• Excellent communication skills, both written and verbal, with the ability to tailor messages to different audiences
• Demonstrated ability to develop and implement engagement strategies that improve team morale and performance
• Highly organized with the ability to manage multiple priorities and deadlines
• Strong analytical skills and experience in using data to drive decisions and improvements
• Experience in stakeholder management, including the ability to influence and collaborate with senior leadership
• Experience working in a high growth, fast-paced technology environment
• Proven experience in change management

Preferred Qualifications & Personal Qualities:

• Understanding of adult learning theories and their application in professional development programs
• Experience in content development for training programs
• Background in public speaking or professional presenting
• Familiarity with Customer Experience best practices and industry trends, preferably in the SAAS space
• Self-motivated and proactive with a strong drive for results
• Creative problem-solver with the ability to think strategically
• Adaptable and flexible in a fast-paced environment
• Empathetic with strong interpersonal skills
• Passionate about the customer experience and its impact on business success

Employ is an Equal Opportunity employer.

Employ is an EVerify employer.