Role: Program Manager 3
Location: Hybrid – Austin, Texas (US Central). Weekly once or so.
Duration: 1/12/2026 - 1/11/2027
Pay rate: $75/hr on W2
Job Description:
Customer Program Manager for CX Management
Hybrid – Austin, Texas (US Central). Weekly once or so.
Responsibilities:
As a Program Manager in the APJC CX Organization, you will be responsible for overall CX management of select premium APJC accounts in AMER & EMEA region. In this capacity of Senior Customer Program Manager, You will play a pivotal role in driving the successful adoption and utilization of client technologies and Services within our premium customer organizations, leading to value realization and growth of our business. You will be the Primary CX Point-of-Contact for customers taking end-to-end ownership. You will understand their business and technical objectives and develop strategies that will enable them. Your role involves managing the entire program lifecycle, from initiation to completion, to advance the organization's strategic goals. You will be responsible for the program's timeline, scope, and resources - adjusting in response to changing needs and constraints.
Your duties include establishing and executing program governance frameworks to ensure effective decision-making, as well as consistently reporting on program outcomes, technology adoption and financial status to stakeholders. You will maintain open communication, manage program changes to support goals, and encourage adoption and progression. Additionally, you will monitor program risks and issues, ensuring they are addressed and mitigated. While this role is that of an individual contributor, you shall work in a matrix framework where you will be responsible for the outcomes of a team of program manager, project manager(s), engineer(s), architect(s) .
You will track and manage the interactions between various projects within the program and enhance team skills through training and development as needed. By defining the program vision and strategic implementation plan, you will align with organizational goals and integrate industry best practices. You will ensure the program's structure and processes support successful outcomes and lead teams to effectively integrate deliverables.
In this role, you will take ownership of stakeholder relationships, maintaining accountability to senior management. You will drive change by assessing program impacts, fostering organizational awareness, and contributing to training development. You will also assess program progress and implement improvements to enhance productivity and overall success. Your decisions will influence business unit operations and resource distribution, potentially on a global scale, as you manage substantial programs with moderate to high risk and collaborate across diverse teams. Your advanced analytical thinking will be crucial in decision-making and developing creative solutions, as you direct complex projects informed by current business trends and operate autonomously, providing guidance and mentorship to peers.
Qualifications
• Bachelor’s degree with 12+ years in project/program management, or master’s degree with 8+ years; advanced project management certification preferred.
• 5+ years of customer-facing experience managing complex, multi-technology programs.
• Experience collaborating with customer-employed and external partners.
• PMP certification or equivalent required; Agile certification preferred.
• Proficient in program/project management practices, financial and performance reporting, risk management, and procurement.
• Familiarity with contract management and commitment to customer satisfaction.
• Strong leadership, self-management, and communication skills.
• Fluent in English and local language.
• Proficient with Microsoft Project, Excel, Word, PowerPoint, and PMO governance.
Traits
• Demonstrates exceptional emotional intelligence with the ability to lead adaptively, maintaining a composed demeanor across varying situations, and skillfully balances assertiveness with empathy to prioritize customer-centric outcomes.
• Facilitator, leader, motivator with strong commitment to quality.
• Capable of critical thinking, negotiation, and managing difficult conversations
Stakeholders / KPIs
• You will work closely with customer technical and operational leaders and Executives
• You will orchestrate CX resources across delivery, expert care, technical support, customer success, renewals and partners to drive value realization. You will be expected to be cognizant of the professional delivery/margin.
• You will work with sales, renewals, SDA team and deal acceleration teams to assist with driving ARR and services growth.
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