Customer Experience Program Management Manager

Emerson
Debrecen
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 10+ yearsEducation: bachelorsSkills: ["People leadership","Stakeholder management","Executive communication","Decision making","Data and analytics"]

Lead and develop a team of Program and Project Managers to execute the Customer Experience strategy. Own the Customer Operations portfolio and selected high-visibility programs, driving end-to-end delivery across intake, execution, stabilization, and handoff. Establish governance, prioritization, delivery cadence, goals, and success metrics; coordinate CX planning with cross-functional inputs. Build reporting, controls, and executive-ready communication to improve CSAT and delivery performance, while mentoring PMs to raise consistency and capability.

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FursaFursa
Emerson
Emerson
2 days ago

Customer Experience Program Management Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Lead and develop a team of Program and Project Managers to execute the Customer Experience strategy. Own the Customer Operations portfolio and selected high-visibility programs, driving end-to-end delivery across intake, execution, stabilization, and handoff. Establish governance, prioritization, delivery cadence, goals, and success metrics; coordinate CX planning with cross-functional inputs. Build reporting, controls, and executive-ready communication to improve CSAT and delivery performance, while mentoring PMs to raise consistency and capability.
Location: Debrecen
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead, develop, and hold accountable a team of experienced Program and Project Managers by setting clear expectations, delivery standards, and career plans
  • •Coach and support acting PMs to increase delivery capability and consistency across the team
  • •Own the Customer Operations portfolio and select high-visibility programs, staying hands-on in delivery while leading the team
  • •Drive program governance, prioritization, and delivery cadence; manage capacity and resource allocation against demand
  • •Coordinate end-to-end delivery of cross-functional initiatives aligned to Customer Experience priorities, define success metrics, and manage risks, dependencies, and escalations

Key Requirements

  • •Bachelor’s degree or equivalent experience in business, operations, engineering, MIS, or a related field
  • •10+ years in program/project management, customer operations, supply chain, or process management in cross-functional/global environments, including coaching PMs
  • •Proven people-leadership capability: set direction, coach/mentor experienced staff, manage performance, and build a high-performing team
  • •Track record leading large, complex initiatives with measurable business outcomes and adoption
  • •Advanced Excel and Power BI proficiency with experience using operational KPIs and governance
Experience:10+ yearsCross-functional/global environmentsCustomer operationsSupply chainProcess management
Education:Bachelor's
Skills:People leadershipStakeholder managementExecutive communicationDecision makingData and analytics
Certifications:Lean Six SigmaPMP
Tech Stack:ExcelPower BI

Company Brief

Emerson
Global technology and engineering company providing automation solutions, commercial and residential products, and services across industrial, commercial, and consumer markets to improve operational performance and efficiency.
Industry: Industrial Automation
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: St. Louis, United States
Founded: 1890
WebsiteLinkedIn