Customer Experience Program Manager

Mass General Brigham (Enterprise Services)
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Jun 04, 2025
The Opportunity Reporting to the Executive Director, Customer Experience, the Customer Experience Program Manager is responsible for bringing a consistent focus to Mass General Brigham's HR Operations and Technology team's service delivery and customer experience. This REMOTE role will collaborate across the HR Operations and Technology team to enable the continued maturity of the HR Operating model, drive execution of program and project activities, and advance a culture of continuous improvement through the identification of improvements and/or efficiencies with the goal of delivering best-in-class customer experience. PRINCIPAL DUTIES AND RESPONSIBILITIES: * Lead program/project(s) through oversight, guidance, and direction of plan deliverables and actions. * Lead the assessment and documentation of the business processes to determine how to reduce rework, improve quality, improve efficiency, and optimize customer experience. * Partner and drive the development of improvement initiatives, scoping and objectives, ensuring technical and operational feasibility of continuous improvement initiatives. * Implement strategies to boost customer satisfaction and retention. * Develop and refine customer sentiment reporting mechanisms. * Initiate programs that greatly improve agent performance by leveraging technology (AI, automation, process redesign). * Collaborate across the organization to support business process needs specific to projects, and/or the introduction of new services. * Derive customer insights from performance metrics and feedback to support continuous improvement and employee value proposition. * Drive the development and validation of current and future state end-to-end processes, standard work, and process flows while ensuring all stakeholders clearly understand. * Understand process dependencies, compliance, and controls while ensuring issues and risks are tracked, shared, and understood by key stakeholders. * Manage key operational controls and compliance activities and standards, to include business continuity and disaster recovery plans, operational standards, escalation process, defect management, audit requests, and operational standards. Education Bachelor's Degree Related Field of Study required Can this role accept experience in lieu of a degree? Yes Licenses and Credentials Experience Demonstrated leadership experience in HR Shared Services, HR Generalist and/or HR Business Partner roles in large complex organizations 5-7 years required Knowledge, Skills, and Abilities Proven program and project management experience required. Strong working experience in the customer experience or customer success field is preferred. Strong knowledge of Lean and/or Six Sigma principles preferred. Strong knowledge of HR functional processes, HR systems, technologies, and proven analytical skills. Working knowledge of Workday, ServiceNow, and automations preferred. Experience in ServiceNow performance and user analytics preferred. Proficiency in CRM software and customer support tools preferred. Strong leadership and organizational skills with demonstrated experience measuring progress against goals and achieving stated outcomes. Strong interpersonal skills to effectively build strong relationships with team, customers, colleagues, and third parties. Ability to be agile and comfortable managing through shifting and competing priorities. Requires minimal direction from leadership and possesses the ability to learn quickly. Ability to work effectively in a high-pace and deadline-driven atmosphere. Effective communication skills (written and oral) with all levels of the organization Occasional travel to Mass General Brigham sites. Mass General Brigham Incorporated is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.