Executive Director, Program Management, Customer Experience

Role overview Lead program and portfolio management across a customer experience organization, setting the direction for delivery governance and operational execution. The role oversees program leaders and managers, aligns a broad initiative portfolio with enterprise priorities, and builds operating practices that help teams deliver measurable outcomes as needs change.

Responsibilities - Set portfolio priorities, governance practices, and delivery frameworks across customer experience initiatives. - Maintain visibility into portfolio health, dependencies, capacity, risk, and business value; make trade-offs and ownership clear. - Align senior partners across product, engineering, operations, finance, sales, and customer support on shared plans and handoffs. - Oversee complex, high-profile initiatives and improve project readiness, quality, and change management. - Ensure new standards are adopted through clear ownership, stakeholder input, enablement, adoption measures, and follow-up reviews. - Develop program management leaders and strengthen team capability, execution discipline, and continuous improvement.

Requirements - Bachelor’s degree or equivalent experience, with at least 8 years in program, project, or portfolio management. - At least 7 years of people management, including managing people managers or senior program leaders. - Advanced knowledge of Agile, Waterfall, and Lean methods, plus enterprise portfolio tools such as Smartsheet, Jira, or Asana. - Experience leading organization-wide initiatives across functions such as product, engineering, finance, operations, and sales. - Ability to manage multiple complex initiatives, respond to shifting priorities, surface risks early, and present recovery options. - Strong executive communication, facilitation, decision framing, and written documentation skills; PMP, Lean Six Sigma, Agile CSM, or equivalent certification.

Nice to have - A master’s degree or MBA. - Experience in education technology, K–12, digital production, or content development. - Experience with large contractor or field-service operations, or integrating project workflows with CRM and enterprise platforms.