| Department: | Customer Experience & Growth |
| Location: |
About Us
Great Place To Work® is the global authority on workplace culture. Our mission is to help every place become a Great Place To Work® for all. We give leaders and organizations the recognition and tools to create a consistently and overwhelmingly positive employee experience, fostering cultures that are proven to drive business, improve lives, and better society.
Our recognition is the most coveted and respected in the world for elevating employer brands to attract the right people. Our proprietary methodology and platform enable organizations to truly capture, analyze, and understand the experience of all employees. Our groundbreaking research empowers organizations to build cultures that retain talent and unlock the potential of every employee. Our coaches, content, and community connect the boldest leaders, ideas, and innovations in employee experience. Since 1992, our Certification™, Best Workplaces™ Lists, and global benchmarks have become the industry standard, built on data from more than 100 million employees in 150 countries around the world.
In 2021, Great Place To Work® was acquired by UKG (Ultimate Kronos Group.) As a leading global provider of HCM, payroll, HR service delivery, and workforce management solutions, UKG believes organizations succeed when they focus on their people. While Great Place To Work® will continue operating independently within the UKG family, our research and insights will help UKG differentiate its best-in-class HR, talent, and workforce management technology, and together we'll support every workplace to become great. UKG has 15,000 employees around the globe and is known for its inclusive and supportive workplace culture and best-in-class rewards and benefits.
Both UKG and Great Place To Work® are leading the change on what it means to be a Great Place To Work® for all, and we are proud to be Certified™ great workplaces!
About The Position
The Customer Experience Program Manager provides the execution backbone for customer journey initiatives across the Customer Experience & Growth (CXG) organization, partnering with Customer Success, Account Management, Support, and key stakeholders to ensure customer-impacting work moves forward consistently and at scale. This experienced individual contributor role focuses on execution, coordination, and follow-through - translating agreed CXG priorities into clear plans, aligning teams on ownership and timing, and reducing fragmentation across the customer journey.
The role does not own customer strategy, revenue targets, systems, analytics, or people management, nor does it replace Enablement, RevOps, or functional leadership. Instead, it brings operational discipline by clarifying sequencing, ownership, and handoffs across teams. A key aspect of the role is ensuring customer-facing standards, including the Great Place To Work Effect™ are supported through effective journey design and execution as well as ensuring that go to market decisions are executed to completion. The role does not coach teams on what to say; it ensures the right conditions exist for value-based conversations by aligning digital and human touchpoints.
Success in this role is reflected in on-time delivery of CXG initiatives, reduced customer friction and escalations, and a clearer, more consistent customer journey. CSAT improves as customers experience smoother transitions and clearer next steps, while customer-facing teams report greater clarity and support in executing the journey and impacting renewal and growth. Over time, this role contributes to sustained customer partnerships, reflected in engagement, positive feedback, and smoother renewals driven by a coordinated and reliable experience.
Core Responsibilities
Program Execution & Cross-Functional Coordination
Translate defined CXG priorities into clear execution plans with owners, milestones, and timelines.
Track progress across multiple workstreams and ensure consistent follow-through.
Surface risks, blockers, and dependencies early to CXG leadership and partners.
Coordinate execution across Customer Success, Account Management, Support, Product, Operations, Enablement, and Revenue Operations as needed.
Clarify ownership, sequencing, and expectations without duplicating functional leadership or accountability.
Customer Journey Coordination & Adoption
Support initiatives across onboarding, customer communications, AM-to-CS handoffs, renewal readiness, and support flows.
Document and maintain customer-facing workflows, processes, templates, and updates.
Support rollout of new or updated processes through clear communications and reference materials.
Ensure teams understand what is changing, when it is changing, and how to execute consistently.
Customer-Facing Standards & Journey Enablement
Ensure the customer journey includes the right moments for value-based conversations to occur naturally.
Align timing and sequencing so teams are set up to speak to value consistently.
Surface systemic gaps to CXG leadership and Enablement when standards are difficult to deliver due to journey design or execution issues.
Digital & Human Experience Integration
Coordinate digital touchpoints (emails, portals, AI and self-serve resources) so they guide customers clearly.
Ensure human interactions build on digital context rather than repeat it.
Align ownership and timing to prevent customers from feeling bounced between systems and people.
Operating Rhythm & Visibility
Support a predictable CXG execution cadence through agendas, notes, action tracking, and shared documentation.
Provide simple, consistent progress visibility to CXG leadership without follow-up chasing.
Required Qualifications
6-10 years of experience in Customer Success, Customer Operations, Program/Project Coordination, or a related customer-facing role in a similar business.
Experience working cross-functionally and navigating ambiguity.
Proficiency in Salesforce; working knowledge of Gong, Pendo, and AI-enabled tools.
Preferred Qualifications
Clear written and verbal communication skills.
Practical understanding of customer journey workflows and go to market activity.
Strong organizational and execution skills across multiple workstreams.
*Please note this job description is not designed to cover or contain an all-inclusive list of activities, duties, or responsibilities that are required for this job. The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change, or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.
The pay range for this position in Colorado, New York, Washington, and California is $90,900 - $130,700 however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation.
Benefits
Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. Information about Great Place To Work/UKG’s comprehensive benefits can be reviewed on the careers site at https://www.ukg.com/careers.
Equal Opportunity Employer
Great Place To Work is an equal opportunity employer. We aim to create and foster a Great Place To Work For All. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.
View The EEO Know Your Rights poster
Great Place To Work/UKG participates in E-Verify. View the E-Verify posters here.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email US_Recruiting@greatplacetowork.com.