CX Program Manager

Onward Search is a specialized staffing and talent solutions company that helps professionals find top jobs with the nation’s leading brands. We are currently seeking a CX Program Manager for one of the world’s largest e-commerce companies, based in New York City, NY. This is a 4-6 month contract opportunity, and the role is fully remote.

As a CX Program Manager, you will join the Global Consumer Insights Team and play a pivotal role in shaping the future of customer experience strategies. You will directly influence the organization’s customer and employee experiences, helping millions of people worldwide. This is an exciting opportunity for a seasoned professional to leverage cutting-edge Experience Management (XM) tools to drive insights and improve customer satisfaction.

Key Responsibilities:

• Drive the implementation of Experience Management (XM) programs that align with the company’s strategic goals.
• Manage and optimize the Qualtrics Experience Management platform, ensuring seamless survey deployment and maintaining data integrity and compliance.
• Design, implement, and enhance surveys and CXM programs for new and existing listening posts to gather actionable customer and employee insights.
• Collaborate with cross-functional teams to advocate for the voice of the customer and influence strategies across the organization.
• Ensure the use of best practices in experience management, survey design, and data governance.

Required Experience & Skills:

• 5+ years of experience in managing Experience Management (XM) tools like Qualtrics or similar platforms.
• Expertise in survey design, data governance, and ensuring regulatory compliance.
• Strong problem-solving skills and experience optimizing processes using advanced Qualtrics features, including API integrations and custom dashboards.
• Exceptional collaboration and communication skills, with the ability to engage diverse stakeholders across teams.
• Familiarity with analytics tools and techniques to extract insights and drive actionable business decisions.
• Certifications in Qualtrics, XM, CCXP, or related fields are a plus.

Perks & Benefits:

• Medical, Dental, and Vision Insurance
• Life Insurance
• 401k Program
• Commuter Benefits
• eLearning & Education Reimbursement
• Ongoing Training & Development

To qualify for our benefits package, candidates must work over 30 hours per week and have an assignment length of at least 10 weeks.

If you meet the qualifications and are excited about the opportunity to make a direct impact on customer experience strategies for a global leader, apply now! Our recruitment team will be in touch to guide you through the interview process and advocate on your behalf.

Application deadline: January 06, 2025

Employer Details:

• Onward Search is an equal opportunity employer, dedicated to a policy of non-discrimination in an employment with regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances. Candidates must be at least 18 years old to be considered for employment. EOE/M/F/D/V/SO.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
• Onward Search is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All freelancers will be paid as W2 employees.
• Onward Search offers medical, dental, vision benefits, as well as a 401k program, for all eligible full time temporary assignments.
• Onward Search is a drug-free workplace.
• Onward Search is a nationwide staffing agency and talent solutions provider specializing in creative, marketing and technology. Our clients are continuously turning to us to fill their open positions. Therefore, there is no application deadline for this position, as we are seeking candidates for this type of role across all our clients on an ongoing basis.